Position Summary:

Ensures the profitability of the account/s / program/s by making certain that client KPIs, goals, and targets are met. Ensures that company-set ratios for staffing are maintained for smooth operations of the program/s, and that the manpower complement is sufficient for the forecasted call volume. Ensures that everyone within the program strictly abides by Company and Client policies and procedures. Recognizes and rewards top performers while carrying out disciplinary action / consequence management for non-performers.