Lead, US-based Background Verification Services

Role:

This individual will be responsible for leading and managing a large team in a US-based background verification voice contact center, ensuring smooth day-to-day operations. Oversees workflow adherence and compliance while driving team performance in a fast-paced, high-volume environment. Applies strong domain expertise to achieve operational excellence and consistent delivery standards. Focuses on improving productivity, strengthening quality processes, and building a performance-driven culture. Operates within a premium contact center setup to meet and exceed service level agreements (SLAs). Ensures high service quality and delivers a superior client and candidate experience.

Responsibilities:

• Manage and lead a team of 150+ members with a direct span of control of 3-4.
• Ensure SLA maintenance and quality assurance across operations.
• Develop and implement strategic planning initi...