Job Description

This role will be primarily responsible for the Contact Centre's day-to-day operations and service delivery within the Automotive Finance division. You will also partner with various cross functional teams within the company to support the larger agenda of driving growth/transformation and process improvement in the business.Duties:Ensure smooth day-to-day operations, including call routing, scheduling, and workload balancing.Monitor and manage call queues to meet SLAs and KPIs.Handle escalated customer issues as needed.Analyze data and metrics related to contact centre performanceManage a team of 15-20 FTE in WFH or office set upManaging day-to-day operations and delivering on agreed process metrics/contractual obligations