🎯
Full-Time Opportunity: This is a permanent, full-time position with a competitive package and real career growth potential.
Job Description
Key Responsibilities
- Lead, manage, and develop operations teams to achieve client service level agreements (SLAs), key performance indicators (KPIs), and business objectives.
- Oversee workforce planning, scheduling, and resource allocation to ensure smooth and efficient operations.
- Monitor performance metrics and prepare regular reports for senior management and clients.
- Drive process improvements, standard operating procedures (SOPs), and best practices to enhance service delivery.
- Partner with clients to address business needs, resolve issues, and ensure consistent alignment with expectations.
- Ensure compliance with company policies, client requirements, and regulatory standards.
- Foster a culture of continuous improvement, teamwork, and employee engagement.
- Coach and mentor Supervisors, and frontline staff to improve performance and career development.
- Handle escalations and complex c...