Found Description
Job Responsibilities
- End to end management of customer and client experience and service delivery
- Directs contact center operational strategies through forecasting and capacity planning, increasing productivity and maintaining quality and customer service standards
- Maintains vendor-client partnership by aligning company and client vision with effective communication
- Reports and manages financials and P&L through cost and revenue leakage reduction
- Performs due diligence and participates in opportunity identification for process improvements utilizing established techniques/methodologies e.g. LEAN/Six Sigma
- Analyzes data and come up with recommendable action to meet and exceed performance requirement. Recommend necessary process changes to improve team performance
- Facilitates smooth transition and migration of business processes
- Provides leadership, guidance and support to all team members in achi...