Looking after overall operational activities for the project and reporting.A major focus on Quality Assurance revamp to enhance calls quality.

Looking after affiliates/sub affiliates performances day to day.Analysis of low performing affiliates and recommendations.Presenting on-shore team and local management with a day to day review of partner/affiliate wise performance.Reviews and discussions with OPS on identified areas of opportunities.Responsible for Client Management & Services for assigned partners.

Managing day to day activities of Contact Center operationsPerformance OptimizationManaging tasks/performance of assigned Supervisors and their teamsHolding teams sessions related to work, adherence, and targetsAccountability of TLs for performance management and low performers, and strategies designed to enhance performanceClosely working with QA team for required quality scoresCoordination with Support departments for successful achievement of goals and targetsCounseling more than 80 agents on floor that enhanced work efficiencyWeekly performance reporting and client duscussion

Successfully managed a team of 18 people for leading cellular provider Telenor for all their OB programs including surveys to sales and general post paid activities. Introduction of new CRM interface for users for optimized efficiency and productivity.

Providing distinguished services to all Skywards (Emirates FFP program) members via calls and emails. Also, managing reservations, upgrades, complaints and queries for the Skywards members as well as engaging with travel agencies for general reservations.