Associate Operations Manager for a small business call cente

Maintain strong product knowledge and skilled in managing omni-channel campaign. Oversee a cluster of 100+ Headcount including team managers for productivity, performance and any training development requirement through coach to success methodology. Make business decision making that will positively impact the organization Random audit and spot checks to ensure Team's compliance and adherence to the protocols. Client relationship building, and leading the business performance reviews. Review and propose Operations processes changes, innovation on the current procedures and device a tailor fit strategies in conjunction with the program goals and objectives. Responsible in managing Time Keeping records of Employees for Payroll purposes. Company wide and Operations ZTP implementations while building relationship and ensuring there's a clear communications between departments. Manage employees attendance, performance and attrition. Oversees staff planning and compliance, and FTE forecasting. Also, responsible for workforce management, scheduling, and service level metric monitoring. Head of Employee Engagement for our site. Plan and create incentive scheme to drive better numbers and increase employees motivation. Prepare Team building activities to ensure employee’s team connection amidst being on a different work setup.

- Driving sales strategy, pipeline management, forecasting, and revenue performance across multiple customer segments. - Leveraging data, market insights, and performance analytics to identify growth opportunities and improve business outcomes. - Coaching and enabling teams on consultative selling, solution-based approaches, and customer engagement strategies. - Leading operational performance through KPI management, business reviews, forecasting, and CRM governance. - Managing large-scale support operations, ensuring service delivery excellence, quality standards, workforce optimization, and operational readiness. - Developing high-performing leaders and teams through coaching, performance management, and employee engagement initiatives. - Partnering with global stakeholders to implement process improvements, standardization efforts, and scalable operating models. - Driving continuous improvement initiatives that enhanced efficiency, customer experience, and organizational effectiveness.