Developing detailed work plans, direct project teams, deliver status, meeting deadlines & Budget, meeting or exceeding quality standards Managing Daily Operations, work assignment, Quality evaluation, feedback etc. Operational planning, organizing, controlling and defining processes Team building, hiring, recruiting, training and development. Providing timely feedback to management on customer trends, issues and concerns Tracking and analysing CC performance versus services goals Complaint & Customer Service Management Operational planning, organizing, controlling and evaluation of Data projects Project management including resources hiring, training and development and work assignment Team building, managing and ensuring productivity training Team leads, supervisors Designing KPIs, Quality Evaluation standards and formats highlighting training needs, and conducting training sessions as if required Ensuring resolution of issues raised by corporate clients. Addressing technological issues to ensure smooth functionality of process Dealing with clients quires, both verbally & in writing Responsible of 24/7 operations including Daily production and quality of services. Ensuring implementation of ISO/ ISMS SOPs within the domain. Ensuring ISMS related documentation i.e. BCPs, Business Continuity & Contingency Plans e.t.c Managing & preparation of staff payroll. Making recommendation to improve efficiency.