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* Operations & Performance Management
- Manage daily operations by supervising team schedule adherence, overtime, and change requests while maintaining team engagement. Monitor performance and service quality, ensuring compliance with operational policies and client requirements. Use performance data to identify gaps, root causes, and action plans to improve KPIs.
* Team Development
- Develop team capabilities through continuous coaching, guidance, and upskilling. Foster team cohesion to achieve performance targets. Oversee onboarding, training effectiveness, performance evaluations, and Individual Development Plans (IDPs).
* Client & Stakeholder Management
- Ensure achievement of agreed KPIs and SLAs. Maintain professional, accurate, and timely communication with clients and internal stakeholders. Validate all information prior to client communication to ensure accuracy and completeness.
* Business Planning & Reporting
- Support workforce planning, capacity management, and scheduling strategies. Apply forecasting and data analysis to predict workload and resource needs. Prepare and present performance reports while optimizing operational efficiency and cost control.
* Cross-functional Collaboration
- Collaborate closely with Quality, Training, HR, and Workforce Management teams. Work cross-functionally to support project goals and manage skill transitions as required.
* Fraud Prevention & Information Security
- Ensure strict adherence to company policies, IT security standards, and data confidentiality requirements. Identify and promptly report any potential non-compliance, security risks, or fraudulent activities.
- Working Hours: Monday - Saturday. 9:00 - 18:00
