Key Responsibilities:

1. Supervise and manage day-to-day operations of the DCC team to ensure service excellence
2. Monitor team performance against KPIs (SL, AHT, Quality, CSAT, etc.)
3 .Provide coaching, feedback, and ongoing support to team members
4.Handle escalations and ensure proper resolution within agreed timelines
5. Ensure adherence to schedules, policies, and operational procedures
6. Conduct regular performance reviews and one-on-one sessions
7. Collaborate with other departments to enhance patient/customer experience
8. Prepare and analyze performance reports and suggest improvement plans

Eligibility & Criteria:
1. Minimum 2 years experience in Contact Center operations.
2. Strong understanding of KPIs and performance management specially WhatsApp and moderation.
3. Proven record of good performance and discipline (no active warnings).
4. Leadership potential with strong communication and interpersonal skills.