Drive fiscal responsibility across a 160–180 headcount floor by managing productive hours, minimizing unnecessary overtime, and optimizing non-billable support structures.
Maximize seat utilization and control real-time shrinkage (absenteeism, attrition) to ensure lean, efficient, and cost-effective delivery.
Align frontline performance with account health metrics to sustain program success.
Operational Execution & Process Governance
Map workflows, identify bottlenecks, and execute corrective actions to optimize transaction pipelines.
Author, implement, and enforce SOPs for consistent quality and accuracy.
Establish robust reporting frameworks to track KPIs, throughput, and capacity utilization.
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