Operations leader with hands-on experience managing high-volume call center teams, vendor relationships, and cross-functional projects. I currently lead a team of 20+ across referral/customer service and quality assurance, including hiring, coaching, and performance management.
What I bring:
• Vendor management — telephony platforms, AI/automation tools, quality assurance systems, and outbound calling infrastructure
• Data analysis & reporting — call center KPIs, revenue and efficiency tracking, root-cause investigation into performance issues
• Process design & documentation — SOPs, training materials, call scripts, and structured hiring frameworks
• Cross-functional coordination — working directly with engineering, compliance, and leadership to solve operational problems
• Strong written and verbal English (IELTS certified), experienced working with US-based teams and international stakeholders
I'm looking for a role where I can bring structure, data-driven decision-making, and real ownership to a growing operation. Reliable, detail-oriented, and equally comfortable leading a team or working independently.
