Oversaw Operations of Licensed work for a highly regarded contact center. Key areas of focus being employee development and key KPI's as established. Partnered with all support teams to create new process or reporting to aid in business efficiencies. Proposing and implementing a variety of onboarding, hiring, and operating procedures. Accountable to key metrics supporting approximately 130 employees to be successful in achieving metric performance, develop individual skills, hitting personal as well as team goals, meeting or exceeding client and internal KPI's.