•	Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
•	Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analysing results; implementing changes.
•	Responsible for creating Customer Experience Audits for new products (pre and post launch)
•	Setup call center software  (ASWAT TELECOM )
•	Decide where contact centre should be located
•	Choose technology that matches business needs
•	Hiring and Training Call Center Agents
•	Motivating and Engaging Call Center Agents
•	Leveraging Technology to Improve Call Center Operations
•	Call Center Metrics for Success
•	Coach the team 
•	Handle complex and escalated customer service issues
