Job Description

Position SummaryThis role reports to the Regional Contact Centre & VOC Manager, who reports to the Head of Customer Experience which is a group under the Regional Customer Satisfaction Team. The candidate will support and provide guidance to Subsidiaries in SE Asia & Oceania to drive service excellence in the area of Contact Centre Operations & Management.Role and ResponsibilitiesResponsibilities and Key Roles:

• Maintain, produce a dashboard for contact center/digital service related metrics and share monthly reports to the Subsidiaries
• Expert in contact centre systems and tools with in depth knowledge of how these systems work to support the overall customer satisfaction, productivity of agents and effectiveness of operations.
• Analyse trends and performances across various subsidiaries and report on key performance indicators. Follow up with underperforming subsidiaries to determine the root causes of underperformance.
• Monitor subsidiaries processes to ensure adherence to procedures and policies. Design/recommend suitable interventions which may require on-site presence to implement change.
• Analyse quantitative and qualitative data from customer feedback surveys to identify operational and process gaps and customer needs. Evaluate, organize and present data with the goal of highlighting useful information and supporting recommendations to improve overall customer satisfaction in the contact centre.
• Support Subsidiaries RFQ exercises for vendor selection
• Lead cross-functional projects.
• Knowledge of digital service systems and standards and how these systems integrate with other traditional contact centre channels.

Skills and Qualifications

• Bachelor\'s degree in any discipline with at least 2 years of relevant experience in service quality or consumer research functions in either hospitality or retail industries and/or e-commerce
• COPC certification would be a plus
• Proven track record of analytical ability including generating insights from contact centre KPI metrics, and quantitative/qualitative studies to drive better customer experience and satisfaction from the Contact Centre channels (Voice, Chat, Email, Chatbot etc.)
• Proven record of service process re-design and/or customer experience management capabilities would be an advantage.
• Experience with training in a contact centre environment would be a plus.
• Experience with change management and system transformation would be a plus
• Intermediate to advanced proficiency in Tableau, Excel and PowerPoint
• Familiarity with ServiceNow, Amazon Connect, Genesys & Sprinklr platforms would be a bonus
• Ability to work in a team environment

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