Job description - • Manage a diverse team of 350 to 400 FTEs, fostering a collaborative and inclusive work environment that promotes professional growth and development. • Monitor and analyze key performance indicators (KPIs) related to customer service, identifying areas for improvement and implementing data-driven solutions. • Develop and implement operational strategies, policies, and procedures to streamline processes, enhance efficiency, and improve overall customer satisfaction. • Collaborate with cross-functional teams to ensure alignment and seamless integration of customer service strategies with overall business objectives. • Oversee the recruitment, training, and development of customer service representatives, ensuring they have the necessary skills and knowledge to deliver exceptional service. • Manage resource allocation, workforce planning, and capacity management to ensure optimal staffing levels and operational efficiency. • Represent the organization at client engagem...