Responsible for planning and overseeing projects within an organization, from the initial ideation through to completion. Coordinate people and processes to deliver projects on time, within budget, and with the desired outcomes aligned with objectives. identify and mitigate risks that may impact the successful delivery of projects.Responsible for working with the Product Development & Commercialization process of Freshworks and Lark. Coordinates the cross-functional resources required to realize the full value of the product introduction. Conducts internal training on the product and develops training plans and documentation. Establishes communication and support networks and develops and implements external communication plans. Provides operational and sales needs and input to focused product development (FPD) on FBM deployment and marketing plans. Coordinates FPD and deployment actions, implement performance measures system, and creates enthusiasm for the product.Managing the daily running of the contact center, including sourcing equipment, effective resource planning, and implementing call center and live chat strategies and operations.Set up and maintain the VOIP system to provide better customer engagement. Manage and set up a higher standard of the existence of technical phone support. Provide training and coaching for phone support agents and also soft skills for the sales team and technical team.Carrying out needs assessments, and performance reviews analysis.Liaising with other departments to gather information and resolve issues.Monitoring random calls and conversations to improve quality, minimize errors and track operative performance.Reviewing the performance of staff, identifying training needs, and planning training sessions.Coaching, motivating, and disciplining Contact Center Staff.Coordinating with Training Department for new hire Contact Center Agents as required to meet standard skills.Develop and design disciplinary action concepts.Analyzing team performance (Service Quality Monitoring, FCR, AHT, Customer Satisfaction Survey).Plan to develop company strategy to recover performance and communicate to all teams.Ensure contact center agents in interacting with customers and comply with acceptable standards of customer service.Utilize key metrics to evaluate the performance of contact center agents to identify the need for special training or coaching session.Ensure all procedures are correctly implemented.Monitor and analyze customer satisfaction surveys.