Contact Centre Leadership & Operations
Provide end-to-end leadership of Contact Centre operations, covering inbound and outbound interactions across multiple customer touchpoints.
Ensure optimal staffing models through accurate workforce planning, capacity forecasting, and productivity management for peak and non-peak periods.
Oversee daily operations to ensure consistent achievement of service levels, response times, resolution rates, and quality standards.
Customer Experience & Service Excellence
Own and continuously improve the end-to-end customer journey handled by the Contact Centre.
Lead complaint management, escalation handling, and service recovery to ensure timely and effective resolution of high-priority customer cases.
Monitor customer feedback, CSAT, and quality assessments to identify trends, root causes, and service improvement opportunities.
Drive initiatives that contribute to measurable improvements in customer satisfaction, retention, and loyalty.
Performance, Quality & Reporting
Define, monitor, and report on operational KPIs including SLA, Average Handling Time, First Contact Resolution, CSAT, productivity, and utilization.
Prepare and distribute regular operational, performance, and executive dashboards to senior management.
Oversee quality assurance frameworks, corrective action tracking, and continuous improvement plans.
Facilitate quality system reviews with executive stakeholders and ensure accountability for agreed actions.
Process Improvement & Change Management
Lead the design, implementation, and continuous improvement of Contact Centre processes and policies.
Identify operational, technological, and system enhancements that improve efficiency, quality, and customer experience.
Qualification:
Bachelor’s Degree in Business Administration, Management, or a related discipline
Professional certifications in Customer Experience, Contact Centre Management, or Service Excellence are an advantage
Experience and Competencies:
9 years of relevant working experience
Proven experience managing large-scale, high-volume service environments
Demonstrated success in SLA management, escalation handling, and service transformation initiatives
Experience working with CRM platforms and performance dashboards
Strong leadership, coaching, and performance management capabilities
Data-driven decision-making and analytical mindset
Excellent stakeholder management and executive communication skills
Change management and continuous improvement expertise
Customer-centric mindset with strong operational discipline