Overview:
Oversees the entire contact center operation. Accountable for performance, strategy execution, workforce management, and cross-departmental collaboration to drive service excellence.

Core Responsibilities:

• Manage daily operations and lead team leads, QA, and support staff.
• Set performance goals, monitor SLAs, and optimize agent productivity.
• Oversee tools/platforms (e.g., CCaaS systems, CRMs, dashboards).
• Implement customer satisfaction and retention strategies.
• Collaborate with HR for hiring, training, and development planning.
• Analyze reports and recommend process improvements or technology upgrades.