Contact Centre Operations Specialist
1 week ago
Drive business growth and customer satisfaction as a key player in our Contact Centre Operations team.
About the RoleThis role is crucial for ensuring the performance health of our customer support and value-added service offerings. You will work closely with managers of outsourced BPO contact centres to maintain high performance standards.
Key Responsibilities- Proactively monitor customer support and services delivered across various segments, products, and experiments.
- Provide regular updates on the 'health of the business' to senior stakeholders, including leading weekly APAC CS business reviews.
- Attend internal and external meetings to gain insights into the performance of outsourced BPO sites and identify areas for improvement.
- Analyse current state customer experiences, validate root causes through data points, and deliver actionable recommendations.
- Design business continuity plans for outsourced support and services, including processes for addressing service disruptions.
- Collaborate with CX, Commercial, and Programme Management teams to operationalise experiments and change initiatives.
- 3+ years experience in contact centre operations or performance management roles.
- Minimum 2:1 undergraduate degree in a related field (desirable).
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