About this role
• Lead and manage the WFM, MIS, Sales Coordinator, and Runner teams to ensure smooth business operations. • Oversee workforce planning, productivity tracking, and management reporting. • Manage dialer operations, campaign setup, lead allocation, and database utilization to maximize business performance. • Drive and deliver business and operational projects for the CCPL team. • Manage vendor relationships, monitor service delivery, and ensure adherence to agreed SLAs. • Ensure accurate and timely MIS, analytics, and performance dashboards for management review. • Implement process improvements to enhance efficiency, productivity, and customer experience. • Ensure compliance with internal policies, regulatory requirements, and operational controls. • Collaborate with Business, Operations, Technology, HR, Finance, and other stakeholders to support business objectives. Lead, coach, and develop team members while fostering a high-performance culture.