Overall in charge of the day-to-day operations of the call center. Responsible for the attainment of client-set
goals, efficiency targets, and overall center performance. Analyzes Agents, Team Leaders, and Operations
Managers’ performance and develops action plans to bridge gaps. Closely collaborated with Client
Services, Training, Quality Assurance, Workforce, and Human Resources for optimal daily operations.
Implements and audits operational processes and standards as a tool to maintain/increase performance.
