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- Providing leadership for delivery of high quality solutions for a leading telecommunications company and offering inputs to develop short-and-long term customer-care performance metrics. 
- Identifying key strategic issues and addressing them through analysis and effectively managing contact center resources to drive KPI achievement improve the customer experience.
- Overseeing a range of tasks from interactions with senior management, to day-to-day administration; overseeing talent acquisition, engagement and development, and align it with goals of individual, channel managers and team leaders. 
-Providing the complete solution for both call center analysis and process improvement, ac...

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