As the Operations Manager at Teleperformance, I am responsible for managing the day-to-day business operations of a team of up to 150 FTE.A key aspect of my role is managing the client relationships and serving as the primary point of contact on a day-to-day basis. I provide regular updates to the client on performance metrics and present in business reviews, which occur weekly, monthly, quarterly, and annually.Collaborating closely with my team leaders and teammates is essential to ensure they have the necessary skills and knowledge to succeed in their roles. I work diligently to foster a positive and productive work environment that supports their professional development.Consistently meeting key performance indicators (KPIs) is a top priority for me as the Operations Manager. Examples of the KPIs I am responsible for include CSAT (Customer Satisfaction), AHT (Average Handle Time), and Resolution Rate. I am tasked with identifying and solving business problems through innovative solutions to drive continuous improvement in these metrics.My role requires a proven ability to scale operations, effectively manage performance, and foster employee retention. I am dedicated to developing strategies that optimize the efficiency and productivity of the team, while also maintaining a high level of employee engagement and satisfaction.Throughout my tenure as Operations Manager, I have demonstrated the necessary skills and experience to excel in this role, including strong leadership, problem-solving, and strategic decision-making abilities. I am committed to delivering exceptional results for both the Teleperformance organization and our valued clients.