Manage and coach team leaders and operations staff to meet client SLAs and financial targets. Oversee staffing, forecasting, performance management, client relationships, and cross-functional coordination to drive continuous improvement and employee engagement in an onsite contact center.

Design, deploy, and maintain highly available, secure cloud platforms; support CI, automation, monitoring, and migrations of legacy systems to AWS; resolve performance, vulnerability, and scalability issues; create operational documentation and collaborate with stakeholders.

Monitor and evaluate customer interactions (calls, emails, chats) for quality and compliance, report findings, participate in calibration sessions, support scoring consistency, maintain program knowledge, and drive continuous improvement initiatives.