- Lead and supervise the real-time floor monitoring team to ensure accurate and timely oversight of daily operations.
- Review live performance dashboards, ensuring SLA adherence, productivity, and compliance across all functions.
- Provide coaching, guidance, and escalation support to monitoring officers and frontline teams.
- Identify operational risks, compliance breaches, or irregularities and coordinate immediate corrective actions.
- Collaborate with management to optimize processes, resource allocation, and campaign effectiveness.
- Prepare and present summary reports on performance, incidents, and improvement initiatives.