Oversee all aspects of daily operations at the Project, leveraging deep operational expertise to resolve challenges, and ensure seamless service delivery;Monitor and analyze performance metrics (KPIs like QA, TPH, FRT, AHT), taking proactive measures to improve results, identify trends and risks;Ensure contractual obligations and KPIs are met or exceeded;Lead, coach, and develop Team Leaders, Senior Team Leaders to maximize performance and engagement;Participate regular business reviews, providing data-driven insights and recommendations;Prepare and deliver performance reports for internal stakeholders. Provide actionable insights based on data to drive continuous improvements;Collaborate with the workforce management and analytics teams to optimize reporting. Ensure proper workload distribution, staffing and shifting to meet business needs;Collaborate with HR and L&D to develop training and growth plans for Team Leaders, Senior Team Leaders and Agents;Work closely with the Quality Assurance team to maintain high service quality and compliance with client requirements;Develop and implement strategies to optimize efficiency and quality;