• Implement call center strategies and tactics. Establish agent and team objectives. Responsible for the complete operational, technical and service-delivery responsibility• Accountable for the operational excellence and efficiency of the call center including: achieving KPI standards set by the Client. Reviews all major deliverables to ensure quality standards and client expectations are met• Understanding of company capabilities and service, and effectively communicates all offerings to the client• Provides regular two-way communication between the client and team, to provide strong team representation and set proper client expectations.• Ensure real-time management capabilities to achieve optimal use of operational overheads to drive efficiencies• Build and sustain Call Centre capabilities to manage client’s demand with resource supply• Influence and enable internal business partners to make informed business decisions pertaining to resource utilization• Develop departmental capability through holistic leadership and management of Call Centre specialists to ensure business performance• Develop and apply best practice principles and thought leadership on resource integration• Build and manage stakeholder relationships to ensure positioning of the capabilities and value add within the Call Centre Support environment• Provide operational leadership and guidance for the region and report directly to the Operations Director• Manage outsourced labor contracts including high value accounts.• Retention of existing business, streamlining of business processes, maximizing contract profitability and strong operational management of all contractors via account managers, and site account executives respectively.

• Work with the workforce team to ensure accurate staffing and scheduling. Conducts meeting with relevant departments regarding forecast and workload requirements. • Owns the contract and contract renewals for new work or for an existing client.• Maintain Service Level Agreements as agreed with clients• Approves change orders and invoices, and is responsible for payment collections.• Responsible for all client communications, conflict resolution, and compliance on client deliverables and revenue. Ensures that client issues are dealt with in an efficient manner,• Oversee recruiting hiring and training process, Provide on the job training and mentoring,• Conducts supervisor performance reviews and administer rewards.• Works closely with the project team in order to maintain a continuous knowledge of project status in order to identify potential issues and/or opportunities within or related to the project.• Ensures that all processes and procedures are completed, quality standards are met, and that projects are profitable.• Aware and in pursuit of opportunities for account growth and new business, involving the Director of Operations and Sales team.• Communicates the client’s goals and represent the client’s interests to the team.