- Lead and support teams, fostering a service-oriented mindset and strong accountability for customer outcomes. Partner closely with senior leadership to execute initiatives that elevate service quality and customer satisfaction.
- Oversee customer operations to ensure service levels, productivity targets, and quality standards are consistently met. Proactively identify and resolve operational issues to minimize service disruption.
- Leverage data and insights to streamline workflows, improve response times, and enhance overall service effectiveness. Monitor key performance indicators and recommend actionable improvements.
- Contribute to the development and rollout of training programs that ensure consistent service delivery. Support ongoing coaching and capability-building to align with evolving operational needs.
- Assist in short- to mid-term workforce planning, ensuring adequate staffing and resource allocation to meet customer demand and business growth.
- Work cross-functionally with internal teams to address customer feedback, with support to continuous improvement initiatives.
Requirements
Hands-on experience managing contact centre environments supporting regional markets.
Strong people leadership capabilities.
Solid understanding of service delivery metrics, operational KPIs, and contact centre technologies.
Client-focused, with a passion for improving end-to-end service delivery.
Analytical and data-driven, with a continuous improvement mindset.
