Job Description

Lead and manage a team of 20+ analysts to ensure efficient and smooth daily operations. Drive adherence to Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and quality benchmarks. Oversee shift planning, attendance tracking, and optimal resource allocation to meet operational demands. Monitor and analyze performance metrics, preparing detailed daily and weekly reports for leadership review. Conduct regular one-on-one meetings, team meetings, and performance evaluations to foster growth and accountability. Identify training needs and support employee development initiatives to enhance team capabilities. Manage escalations promptly, resolving operational challenges to maintain service quality and client satisfaction. Collaborate with cross-functional teams and stakeholders to ensure seamless service delivery and alignment with organizational goals. Lead initiatives for process improvements, automation, and standardization to boost efficiency and reduce manual work. * Ensure strict compliance with organizational policies, regulatory standards, and client guidelines at all times.