Teams at InteLogix

Lead global customer care operations, set and track SLAs/KPIs, manage client relationships, drive process and system improvements, oversee staffing, budgets and P&L, deploy CX technology, ensure compliance, and develop teams to improve service and operational efficiency.

Lead and manage projects across full lifecycle: planning, design, testing, delivery. Define requirements with stakeholders, create schedules and risk mitigation plans, oversee multiple concurrent projects, protect sensitive information, and align project work with business strategy and goals.

Supervise a contact center team by managing KPIs (CSAT, Quality, AHT, CPH/IPH, adherence, attendance, shrinkage), conducting regular meetings and weekly coaching, performing weekly quality audits per agent (uploading results), managing attrition, reviewing client call-outs and coaching reports, and maintaining disciplinary and coaching documentation.