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 cont...