Senior Manager, Contact Centre Strategy & Operations
Core
Shape the future of customer interactions by managing an outsourced Contact Centre handling 1.5 million annual interactions across various channels.
Role type
Senior Manager, Contact Centre Strategy & Operations
Builds
MOM Contact Centre (MOMCC) operations and service delivery enhancements
Domain
Government / Customer Service / Contact Centre Operations
Required skills
Vendor management, Data analytics, Service delivery, Policy and procedure management, Customer feedback management, Strategic planning
Preferred skills
Text mining, Business intelligence software, CRM system design
Responsibilities
Plan and design Contact Centre evolution aligned with service excellence strategies, Manage daily operations and performance analysis, Review and provide feedback on policies and SOPs, Analyse customer trends to support service enhancements, Manage customer feedback and complaints for service recovery.
Seniority
Senior, hands-on IC