Oversee daily operations to ensure consistent service delivery and achievement of all operational SLAs and KPIs. Track and optimize key performance metrics including AHT, CSAT, FCR, agent productivity, shrinkage, and quality scores. Manage shift planning, real-time floor monitoring, schedule adherence, and attrition control to maintain staffing stability. Lead, coach, and develop Team Leaders and frontline agents through performance evaluations, structured feedback, and targeted skill development. Drive team engagement, resource planning, and retention strategies across operational teams. Serve as the primary operational contact for clients, leading WBR, MBR, and QBR meetings, root cause analysis (RCA) discussions, and performance updates. Build and maintain strategic client relationships to drive business growth and operational alignment. Analyze operational data to identify trends, pinpoint root causes, and implement actionable process improvements and SOP updates. Partner with Quality and Training departments to bridge agent skill gaps and enhance overall service standards. Generate daily, weekly, and monthly performance reports for governance and leadership review. Enforce strict compliance with data security policies, audit standards, and client operational protocols.