• Drive daily targets with precision, adhering to defined Service Level Agreements (SLAs).• Lead a dynamic team to fulfill monthly and yearly goals, ensuring alignment with organizational objectives.• Mentor and elevate team members, fostering an environment of professional growth and continuous learning.• Guide team members’ career progression, managing individual career paths within a supportive team structure.• Facilitate calibration and training to promote consistency and skill enhancement across a diverse team.• Strategize resource allocation, maintaining optimal team capacity and readiness for various project demands.• Generate and present weekly/monthly dashboards to leadership, showcasing creative project metrics and team achievements.• Collaborate with Operations and Training departments to spearhead continuous improvement efforts within the team.• Engage in international collaboration, actively participating in global calls and operational meetings to represent team interests.• Identify and capitalize on process improvements, streamlining operations for increased efficiency within the team framework.• Champion a positive team culture, emphasizing teamwork, empathy, and mutual support.• Motivate the team during challenging periods, providing encouragement, recognizing resilience, and fostering a sense of purpose.• Advocate for work-life balance, ensuring team members’ well-being and promoting sustainable productivity.