Job description
- Lead and manage the WFM, MIS, Sales Coordinator, and Runner teams to ensure smooth business operations.
- Oversee workforce planning, productivity tracking, and management reporting.
- Manage dialer operations, campaign setup, lead allocation, and database utilization to maximize business performance.
- Drive and deliver business and operational projects for the CCPL team.
- Manage vendor relationships, monitor service delivery, and ensure adherence to agreed SLAs.
- Ensure accurate and timely MIS, analytics, and performance dashboards for management review.
- Implement process improvements to enhance efficiency, productivity, and customer experience.
- Ensure compliance with internal policies, regulatory requirements, and operational controls.
- Collaborate with Business, Operations, Technology, HR, Finance, and other stakeholders to support business objectives.
Lead, coach, and develop team members while fostering a high-performance culture.