Job Description

Full job description Responsibilities•Manage & supervise call center operations, ensuring key performance indicators (KPIs) are met, including Service Level, Abandon Rate, and Average Call Handling Time. •Provide proactive service status updates to customers via phone calls, SMS, or other available communication channels, and ensure all updates are recorded in the system. •Train and develop call center agents, focusing on soft skills, customer interaction techniques, and service excellence. •Support call center agents on day-to-day duties and fill in upon absence of any member if needed. •Review outsourced technology and/or call center agents performance and review monthly bill. •Handle Customer escalations and Voice of Customer (VOC) cases from various channels, including the principal, inbound calls, carry-in, dealers, and digital media until resolution •Monitor customer satisfaction surveys, analyze feedback, and create reports with actionable insights. •Map customer journey and identify key touch points to enrich the customer experience. Includes meeting with sales, aftersales and marketing teams to build the end-to-end experience. •Continuous process improvement aiming to identify process gaps to enhance efficiency, exceed customer expectations, and optimize operational cost efficiency