Job Description
Job Description
1. Operational Leadership & Service Delivery
- Lead the day-to-day operations of the Contact Centre, ensuring all service levels, operational targets, and client requirements are consistently achieved.
- Ensure adherence to Service Level Agreements (SLAs), Key Performance Indicators (KPIs), quality standards, and operational procedures.
- Monitor real-time operational performance and implement corrective actions to maintain service excellence.
- Drive operational efficiency through effective resource allocation, scheduling, workforce planning, and capacity management.
- Manage escalated customer issues and ensure timely resolution of complex cases.
- Ensure compliance with company policies, client requirements, data protection standards, and regulatory obligations.
- Maintain MSXI business, brand, safety, and quality standards across all operations.
2. Performance Managemen...