Job Scope: Support Operations Manager to ensure business KPIs are met. Ensure all relevant communications, KPIs record, data and reports are updated and recorded for reference. Conduct need analysis to identify areas of improvements and propose recommendations to the management. Perform audits to ensure business compliance is adhered. Run projects, delivers action plans and deliverables within agreed timeline. Complete ADHOC campaigns, projects and assignments within agreed timeline. Ensure daily tracking reports are updated & accurate. Prepare Weekly/Monthly/Quarterly reports in a timely manner. Conduct weekly, monthly or quarterly business presentation to management and client. Responsible to manage the overall site activities in the absence of the Operations Manager Communicate issues and risks to the management team as appropriate. Required to be the Planner, Strategist & Implementer of the Client's initiatives and requests. Understand top user issues and make recommendations to improve client products, process and policies. Ensure team members strictly adhere to call center discipline & guidelines. Team Management Lead, mentor and coach Customer Service Agents to meet business KPIs. Conduct active monitoring of Customer Service Agents to ensure that they are aligned in meeting the business KPIs. Creating team connection, communicating directions, goals and providing regular performance feedback to the team. Perform regular contact engagement with team members, example: one to one performance review, team meetings and skip level sessions. Conduct activities in the team (daily, monthly, weekly) to keep the team motivated, energized, and performance focused. Work with WFM to ensure workforce planning is done as per business requirement. Handles and resolves escalations from team members and clients. Constantly evaluate, audit and coach team members provide accurate information to customer. Conduct interviews when hiring is required.