Key Responsibilities
1. Team Performance Management
•    Monitor daily, weekly, and monthly KPIs (AHT, QA, CSAT, productivity, accuracy, adherence).
•    Conduct regular performance reviews and provide individualized coaching.
•    Ensure the team consistently meets or exceeds SLA targets.
•    Manage attendance, scheduling, and adherence to workforce requirements.
2. Operational Excellence
•    Allocate workload and manage capacity to meet service demand.
•    Oversee transaction processing, customer interactions, and escalations.
•    Ensure compliance with company policies, financial regulations, and client requirements.
•    Drive continuous improvement through root cause analysis and corrective actions.
3. Quality & Compliance
•    Conduct call/transaction audits and participate in QA calibrations.
•    Enforce compliance with financial guidelines such as:
o    KYC/AML
o    Data privacy (GDPR, PCI-DSS, local regulations)
o    ...