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...