Manager, Contact Center Operations

The Manager, Contact Center Operations role is responsible for delivering exceptional customer service to d.light customers and end-users through supporting selected partners. The job holder will continuously seek ways to improve cost-efficiency, achieve targeted customer service metrics, and champion a "customer-first" culture within the organization.

Requirements

• Implement and measure KPIs to drive improvement of service delivery standards.
• Collaborate with d.light's technical team and contact center partners to solve customer issues promptly and prevent recurrence of the same.
• Enhance the competency and skills level of the service team through necessary training and evaluation of its effectiveness.
• Deliver on set contact center metrics and targets within agreed timelines and costs.
• Drive and implement all actions as requested by the business.