Monitor performance and progress of program operations department. Manage relationships of the team and clients to ensure proactive client visits are conducted. Effectively manage client expectations as well as organization deliverables. Represent operations on key client sales calls.
Assist quality department in developing and maintaining SOPs and work processes for contact center. Review and update quality policy manual and SOPs. Analyze and resolve process problems and assist departments in solving work problems.
Responsible for researching and developing technology standards across a broad spectrum, including architecture, software development, database, infrastructure, security, services oriented architecture, testing, application monitoring, and quality assurance, as well as implementation of these standards.