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). Participate in formal reviews of activities, processes, and services, including preparation of fi...