Director of Contact Centre

Primary Duties:

• Direct the comprehensive operations of the contact centre to guarantee efficiency, outstanding service, and uniformity in operations.
• Create and execute strategies aimed at enhancing customer satisfaction, overall experience, and the quality of service provided.
• Track performance indicators (SLAs, KPIs, CSAT, QA benchmarks) and spearhead initiatives for ongoing improvement.
• Guide, mentor, and lead the contact centre team to meet operational goals and service standards.
• Work collaboratively with various departments to ensure that contact centre initiatives align with overarching business objectives.
• Maintain strict adherence to industry regulations, compliance standards, and internal policies.
• Oversee operational budgets, workforce management, and resource distribution to maximize efficiency and performance.