Driving digital transformation initiatives and utilizing data analytics to evaluate and improve business operations.
Manage and analyse call centre operational data, identify improvement plans and execute designed solutions.
Facilitate requirement collection, analysis, management and communication/ negotiation with internal and external stakeholders to facilitate Process Improvement
Ensure the proper operational processes in call centre are in place, staff are acting in accordance with defined procedure with high performance level.
Conduct in-depth quality analysis and prepare comprehensive operational and management reports for senior management in order to support decision making and to fulfill regulatory requirements.
Provide backend analytical and reporting support to the frontline operations teams
To Succeed in this Role
University graduate or at least diploma level wi...