Contact Centre Strategy & Transformation Lead
Core
Lead strategy, process transformation, and key initiatives for a Contact Centre to improve efficiency, customer experience, and business outcomes.
Role type
Senior strategy and operations lead for Contact Centre
Builds
Contact Centre operations, CX/Digital transformation (IVR and systems), Sales Referral programs
Domain
Banking / Customer Experience
Required skills
Strategic thinking, Process improvement, Problem-solving, Root cause analysis, People leadership, Stakeholder management, Sales opportunity identification, Presentation skills
Preferred skills
Hands-on execution capability, Commercial mindset, Team development
Technologies
IVR, Contact Centre systems
Responsibilities
Implement new initiatives with frontline agents to improve productivity and cost efficiency; Lead backend functions including Training, Customer Fulfilment, Complaint Management, and CX/Digital transformation teams; Drive Sales Referral opportunities through Contact Centre Operations; Coordinate with cross-functional teams (IT, Product, Operations) to drive system/process improvements; Oversee significant complaints and ensure effective root cause analysis and preventive actions; Prepare and present strategies and performance updates to senior management; Develop team leaders and build a culture of ownership and continuous improvement.
