Position Overview
- Support the planning, coordination, and execution of daily operational activities to ensure service delivery meets agreed SLAs.
- Monitor operational workflows, queue performance, call routing, and agent productivity.
- Participate in the design, documentation, and implementation of operational processes, SOPs, and improvement initiatives.
- Assist in identifying system/tool requirements and support the optimization of contact centre platforms and processes.
- Monitor customer experience, analyse customer feedback, and recommend improvements.
Service Delivery & Performance Monitoring - Support the implementation of service delivery models aligned to client requirements and business needs.
- Track service delivery performance metrics (SLAs, KPIs, WFM outputs) and highlight areas that require intervention.
- Collect and analyse data from service delivery channels (human, digital, self-service, automated).
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