+Develop and implement strategies to improve customer experience and increase call center productivity.+Vendor selection evaluation and onboarding+Lead cross-functional teams to ensure seamless service delivery across all channels, including voice, email, chat, and social media.+Develop and implement policies, procedures, and best practices to ensure compliance with regulatory requirements and industry standards.+Manage the customer operations budget, ensuring cost-effective operations and optimal resource allocation.+Develop and implement data analytics strategies to support business decision-making and drive revenue growth.+Lead cross-functional teams to identify, analyze, and interpret complex data sets to provide actionable insights and recommendations.+Collaborate with senior management to develop and implement corporate strategies and initiatives based on data-driven insights.+Implement and manage data governance policies, procedures, and best practices to ensure data quality and accuracy.+Data Driven Decision Making (DDDM) and other analytical tools to monitor business performance and identify opportunities for improvement.+Lead the development and implementation of data analytics technologies, tools, and methodologies to support business intelligence initiatives.

>Develop and implement strategies to improve customer experience, reduce call volume, and increase call center productivity.>Lead cross-functional teams to ensure seamless service delivery across all channels, including voice, email, chat, and social media.>Manage the call center budget, ensuring cost-effective operations and optimal resource allocation.>Develop and implement data analytics strategies to support business decision-making and drive revenue growth.>Lead cross-functional teams to identify, analyze, and interpret complex data sets to provide actionable insights and recommendations.>Implement and manage data governance policies, procedures, and best practices to ensure data quality and accuracy.>Lead the development and implementation of data analytics technologies, tools, and methodologies to support business intelligence initiatives.

Manage the Budgeting, AOP and Vendor Management for call centre operations for Inbound, Outbound and Non Voice processes