1.Foster strong relationships with clients, ensuring long-term satisfaction and retention.2.Collaborate with internal teams to deliver tailored solutions that meet customer goals.3.Conduct regular check-ins and performance reviews to measure customer success metrics.4.Provide training and resources to ensure customers maximize the value of the products/services.5.Identify and address opportunities for expanding services and product offerings to clients.6.Regularly track and report on key account performance metrics to drive continuous improvement.

1.Lead and manage a team of 20 - 25 employees, ensuring optimal performance and productivity.2.Monitor and evaluate team KPIs to meet company goals and client expectations.3.Develop and implement strategies to improve team efficiency and workflow.4.Conduct regular performance reviews and provide constructive feedback.5.Facilitate training and development programs to enhance team skills and knowledge.6.Coordinate with other departments to ensure seamless operations and client satisfaction.7.Resolve operational issues promptly and effectively.8.Maintain accurate records of team performance and operational metrics.9.Foster a positive and collaborative team environment.

- Mentor and supervise on-shif agents, providing support and knowledge guidance when needed. - Monitor live dashboards of calls analytics to control the operations.- Analyze quality of calls and process issues to implement corrective actions.- Utilizing data analysis to assess processes and deliver insights and reports.- Enhance process, efficiency and customer experience.- Develop roadmaps to ensure that Customer Care department is aligned with company goals.