• Responsible for Contact Center Operation, Complaint Management. SIM posting & Deliveries. • Performing RCA to reduce the Complaint and Call center call Volume. • Assuring the Customer and Merchant Retention. • Planning, Forecasting, Staff scheduling to handle IB Call volume/ Complaints/ Chats. • Sharing VOC with Clients to improve Service standard & Hotline Personalized IVR improvements. • Achieving Clients KPIs ensure customer satisfaction. • Preparing Presentation for monthly business review & internal management reviews. • Analyzing the competitor analysis to identify the competitor strength and Weakness. • Responsible for department recruitment's • Reviewed, developed and planned outbound calling strategies. • Identified the training needs and trained the employees • Handling Employee appraisal reviews and goal setting. • Maintaining customer satisfaction & NPS score of inbound Experience. • Forecast the call & Complaint volume and Capacity Planning & Workforce Management. • Preparing Contact center budgeting, Costing, Monthly invoices. • Heading a temporary SIM conversion project as Project Manager.