Leads global Real-Time Adherence operations across in-house and outsourced contact centers. Manages RTA teams, monitors intraday performance, adjusts staffing, oversees adherence and service-level outcomes, and partners with Operations, WFM, HR, Finance, and vendors. Develops SOPs, training, dashboards, reports, and process improvements while using workforce-management tools and analytics to optimize capacity, control costs, and improve consumer experience.

Handles consumer disputes, credit report and score inquiries, complaints, and email operations. Resolves issues within service-level agreements, drafts accurate responses, escalates sensitive cases, analyzes complaints across multiple applications, and coordinates with banks and consumers by phone and email. Maintains quality and accuracy standards while working onsite, including weekends, holidays, and extended shifts as needed.