Take charge of MFSG’s Contact Centre as the Director of Customer Experience Operations, where you will lead strategies that elevate customer engagement and operational efficiency.
This pivotal role requires a leader with over 8 years in contact centre operations and strong communication abilities. You will oversee daily management and operational strategy, driving improvements in service quality and customer satisfaction. Your experience in both in-house and outsourced environments will be key in achieving high performance.
Key Responsibilities:
• Develop strategic initiatives for contact centre operations
• Oversee KPIs related to service delivery and customer satisfaction
• Manage complaint resolution processes effectively
• Guide and develop teams through changing initiatives
• Ensure compliance with regulatory requirements
Requirements:
• 8–10+ years of experience in contact centre or service operations
• 5+ years in leadership roles
• Strong experi...