Define and evolve customer service standards, objectives, and initiatives to align with corporate strategy.
Lead and manage the daily operations of the contact centre to ensure efficient service delivery and high customer satisfaction. This includes supervising and supporting agents, providing training, and performance management.
Act as the voice of the customer in executive forums, translating feedback into actionable insights for product and service enhancements. […]
Champion the adoption of CRM platforms, AI-driven support tools, and self-service portals to enhance customer engagement and reduce...