Key Responsibilities Ensure daily work volumes are properly managed and completed within deadlines. Monitor team productivity, quality, and overall performance. Maintain service levels and KPIs according to operational standards. Handle customer service-related escalations and support the team in resolving complex queries. Use Microsoft Excel to analyze operational data, track performance, and generate management reports. Prepare daily, weekly, and monthly performance and productivity reports. Assist management in preparing operational requirement documents, reports, and performance summaries. Provide coaching, guidance, and performance feedback to team members. Handle internal and external communications and queries. Act as a liaison between management and the operations team. Implement best practices to improve workflows, service quality, and productivity.

Key Requirements Minimum 2 years of experience in an ATL/TL position in Customer Service or Client Coordination. Experience in BPO / Call Center operations. Bachelor’s degree in Business Management/Administration or an equivalent qualification. Excellent written and verbal English communication skills. Strong working knowledge of Microsoft Excel, especially reporting, data tracking, and analysis. Ability to manage team performance, conduct reviews, and support staff development. Strong leadership and team management skills. Strong customer service and problem-solving skills. Excellent time management and ability to meet deadlines. Ability to analyze performance data and prepare reports. Strong organizational and communication skills.