Opportunity Description
Contact Centre Leadership & Operations
- Provide end-to-end leadership of Contact Centre operations, covering inbound and outbound interactions across multiple customer touchpoints.
- Ensure optimal staffing models through accurate workforce planning, capacity forecasting, and productivity management for peak and non-peak periods.
- Oversee daily operations to ensure consistent achievement of service levels, response times, resolution rates, and quality standards.
- Own and continuously improve the end-to-end customer journey handled by the Contact Centre.
- Lead complaint management, escalation handling, and service recovery to ensure timely and effective resolution of high-priority customer cases.
- Monitor customer feedback, CSAT, and quality assessments to identify trends, root causes, and service improvement opportunities.
- Drive initiatives that contribute ...
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