Manager/Senior Manager, Group Contact Centre

Overview

This is an engaging position aimed at refining digital systems within a customer-focused framework, striving for operational excellence and enhanced user experiences through creative solutions. The role requires collaboration across various departments to facilitate strategic advancements.

Key Duties

• Serve as the subject matter expert for the digital system, crafting strategies and a roadmap that align with operational excellence objectives. Collect user feedback and oversee enhancement/change requests from conception to execution. Utilize data analytics to pinpoint operational deficiencies and suggest effective solutions. Monitor SLAs to ensure compliance, while overseeing vendor contracts. Conduct necessary training and coaching for the digital system, ensuring that all materials are up-to-date and relevant.

Qualifications

• Bachelor's degree in business, computer science, or a related discipline. A minimum of 5 years of experience in contact center operations and/or IT product/project management. Demonstrated strong analytical and problem-solving capabilities, employing a data-driven approach to decision-making. Proven experience in managing, launching, or scaling digital products. Familiarity with Agile development practices. Excellent written and verbal communication abilities.