Key Responsibilities:

1. Operational Monitoring & Issue Resolution

• Proactively monitor inbound/outbound routing to ensure on-time fulfillment.
• Identify and resolve operational issues promptly, providing clear responses to stakeholders.
• Conduct root cause analysis and implement corrective actions for recurring issues.

2. SOP Development & Compliance

• Design, implement, and refine SOPs for new and existing customer business requirements.
• Collaborate with Sales and Operations teams to finalize and validate SOPs.
• Real-time monitoring of SOP execution, ensuring compliance and making real-time adjustments.

3. Customer & Stakeholder Coordination

• Engage with new clients to understand their business needs and align operational capabilities.
• Work cross-functionally (Sales, Logistics, Customer Service) to ensure seamless service delivery.
• Lead professional discussions with internal and external stakeholders to optimize workflows.

4. Continuous Improvement & Performance Management

• Conduct regular SOP reviews, identify gaps, and implement enhancements.
• Document and share best practices, success stories, and lessons learned.
• Drive awareness through case studies (both positive and negative examples).