Description and Requirements

Roles and Responsibilities
• Support overall contact center operations and assist the Operation Manager
• Manage outsourcing vendors with accountability for quality, cost, and performance
• Drive initiatives to improve Customer Experience (CX) and Employee Experience (EX)
• Monitor and improve key KPIs including quality, productivity, cost, and customer satisfaction
• Prepare and deliver reporting for business reviews (WBR/MBR/QBR)
• Identify operational issues through data analysis and lead improvement actions
• Lead projects such as cost optimization, process improvement, and system transformation
• Promote automation and efficiency improvements through AI solutions chatbot, IVA)
• Drive offshore transition and optimize outsourcing delivery models
• Define and execute response strategies for customer complaints and escalation cases
• Lead cross-functional issue resolution involving Sales,...