Directed operations for multiple voice and chat programs, overseeing a team of over 200+ associates, SMEs, and managers.Fostered a collaborative and high-performing work environment through effective leadership and coaching.Conducted performance reviews to identify and address performance gaps, improving overall team efficiency.Ensured compliance with organizational policies and procedures, aligning operations with company values.Analyzed team performance metrics against business and quality KPIs, implementing strategic solutions for continuous improvement.Collaborated with stakeholders to align program goals and actions with business needs.Spearhead projects to improve service levels, cost reduction and quality improvements.

Managed daily operations for high-performing voice and chat teams supporting B2C and B2B customers for fintech startup and US telcom, ensuring alignment with corporate and business objectives.Ensured continuous delivery of a high satisfaction rate with increased first-contact resolution and initiated ways of improvement.Communicated business expectations clearly to team members, ensuring compliance and optimal performance.Monitored staff levels and coordinated with management to address operational adjustments.Utilized tracking reports to assess team performance, identifying areas for improvement and implementing development plans.Led reorganization initiatives, training programs, and process improvements to enhance operational efficiency.Served as a liaison between the company, clients, and prospects, addressing inquiries and maintaining strong customer relations.Managed business excellence documents and policies for the projects and initiated continuous improvement methodologies.

Managed a team of 25+ voice tech agents, guiding them to consistently meet KPIs and business goals.Conducted industry-specific training sessions to improve teams expertise and performance.Evaluated staff performance, providing coaching to address inefficiencies and promote productivity.Managed team attrition, leaves, and shrinkage, developing strategies to mitigate these issues.Recommended and implemented improvements to the business systems and procedures to meet evolving demands.

Oversaw daily operations of a team of 20 escalation associates, focusing on sales, CSAT, and FCR metrics.Assigned responsibilities to ensure compliance and efficient volume handling.Analyzed individual performance, providing coaching and training to enhance team effectiveness.Monitored team performance, offering constructive feedback to maintain quality standards.Identified areas for improvement, developing solutions, and implementing streamlined processes.