Center Head/APH

We’re Hiring – Center Head / APH

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• Leading Voice Operations within the Collections domain, including overall service delivery, client management, and client servicing.
• Owning SLA governance, performance reporting, and ensuring consistent adherence across business units.
• Driving employee development initiatives focused on retention and succession planning at multiple levels.
• Providing strategic and tactical direction across a variety of operational support functions.
• Ensuring timely SLA delivery with zero revenue leakage, and delivering stakeholder and client outcomes that are defect-free and operationally efficient.
• Managing staffing levels and productivity to achieve effective cost control and operational balance.
• Developing and executing robust Operations plans aligned with organizational goals.
• Enhancing cost control, profitability, productivity, and efficiency across the Operations landscape through strategic planning and execution.
• Engaging regularly with the leadership team and department heads to align operational execution with the company’s mission, vision, and values.
• Representing the organization in client calls and meetings, reinforcing our commitment to operational excellence.
• Leading the organization through transformational changes, including system and product rollouts, with a focus on uninterrupted service delivery.

Qualifications & Skills

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