Managed budgets, aligning operational costs with financial targets while maintaining quality standardsEffectively handled a challenging client base, addressing complex queries and concerns with actionable solutions that improved satisfactionDeveloped and implemented action plans to resolve client issues swiftly, ensuring smooth communication and timely follow-upsConsistently met or exceeded Service Level Agreements (SLAs) for the past 8 months, ensuring compliance with quality, performance, and client expectations

* Drives operational performance to improve customer satisfaction through effective forecasting, staff planning and workforce optimization* Direct the employees and work to develop high performing team and leaders* Analyze and track team’s performance against defined metrics and drive continuous process improvement* Run day-to-day management and serve as a primary point of contact for outsourced partners*Exceed target volume on a monthly and annual basis

* Responsible for driving quality improvement initiatives among the teams aligned* Conduct Operations Team performance review and process improvement plans* Derive action plans based on team’s trend and help in effective implementation* Provide Preventive & Corrective action plans for issues identified* Developing in-depth knowledge among the team members relating to domain and process oriented* Participate in Six Sigma Improvement Projects

* Co-ordinate with client on process related issues and updates* Participate in conference calls on subject and process improvement* Timely addressing the technical queries raised by the teams* Analysis reports of process dashboard and team performance* Coordinate and work with the operations in identifying the root causes* Support in training / planning