· To ensure achievement of SLA’s/KPI’s through the effective management of all assigned operations
· Owning client queries/escalations/demands reported during interaction with Contact Centre Desk team.
· Team management, Issue/Conflict handling within Contact Centre environment.
· Coordinate and manage relationships with clients, colleagues, peers, customers - all stakeholders.
· Roll out effective reporting and feedback methodologies to raise customer issues with the respective
parties and to work on continuous improvement processes to reduce and remove repeat call types.
· To provide regular reports as required to Senior Management outlining achievement against all targets
· To actively support at all times Company Policy and best practice in the area of security with particular
emphasis on the protection of sensitive customer information.
· To actively support the implementation of all HR Company policies and processes across teams.