Key Responsibilities
Own SLA, KPI, quality, customer-experience and productivity performance across international voice operations.
Lead daily, weekly and monthly governance, including risks, root causes, recovery plans and closure of commitments.
Drive workforce, hiring, training, nesting and readiness plans aligned with demand and business change.
Improve FCR, complaint handling, de-escalation and customer outcomes while reducing repeat contacts.
Lead people performance, coaching, succession and development across operations and support teams.
Drive simplification, standardisation, automation and measurable continuous-improvement initiatives.
Role
Delivery ManagerQualifications
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