Managed daily operations of a 400-seat contact center, overseeing a team of supervisors and agents to ensure the achievement of key performance indicators (KPIs), including service levels, customer satisfaction, and call handling times.Led a cross-functional initiative that decreased second level call escalations by 20%, enhancing customer satisfaction and reducing the need for repeat interactions by implementing targeted training programs and call handling strategies.Developed and tracked performance dashboards, providing real-time data on KPIs to senior management, and making data-driven decisions to continuously improve contact center performance.Reduced operational issues through proactive HR-related interventions, process improvement, and security measures.

Supervised teams of 16-26 employees, consistently exceeding key metrics such as schedule adherence, average handle time, and customer satisfaction through effective performance monitoring.Successfully onboarded and upskilled over 200 new and tenured call center agents, improving new hire performance.Implemented coaching and development programs that increased employee engagement and reduced attrition.Collaborated with cross-functional teams on daily/weekly/monthly performance reviews, ensuring operational compliance and reporting accuracy.

Onboarded new agents and subject matter experts through targeted coaching and development programs, reducing training time and enhancing first-time quality scores.Led a team of 15-20 agents, boosting team performance metrics by implementing best practices and increasing first call resolution by 10%.Analyzed data to identify performance gaps and develop training sessions based on opportunities, contributing to an 4% increase in agent quality scores.Acted as the point of contact in the absence of the Operations Manager, ensuring smooth day-to-day operations and client satisfaction.