Job Description Maintain effective communication channels between the contact center and other departments to ensure seamless collaboration. Coordinate the day-to-day operations of the call center to ensure efficient service delivery and customer satisfaction. Monitor call center metrics and KPIs to evaluate performance and identify areas for improvement. Address escalated customer inquiries and complaints in a professional and timely manner to ensure high levels of customer happiness. Generate comprehensive reports on call center performance and identify actionable recommendations for enhancement. Ensure compliance with quality standards and regulations in call center operations to uphold service excellence. Coordinate with team members to align call center activities with DHA’s overall organizational goals, fostering a unified approach to customer service. Perform any other related duties as assigned