Operational Excellence Lead
5 days ago
We are seeking an experienced Operational Excellence Lead to join our team at Maxis. As a key member of our Business Contact Centre, you will be responsible for driving operational excellence across our contact centre operations.
Job Description:The primary objective of this role is to ensure that the Inbound Contact Centre and Retention Team meet their objectives and targets. This involves managing the inbound teams, ensuring customers' enquiries and complaints are attended to promptly, and resources are allocated effectively to manage contact centre operations.
You will actively drive business process improvements to enhance service and customer experience, while driving costs down.
Key Responsibilities:
- Inbound Contact Centre (1919)
- Manage the inbound teams to meet Service Level objectives
- Absorb the Voice of Customers to identify issues and resolutions
- Ensure quality assurance standards are met through Touch Point Net Promoter Score and First Contact Resolution measurements
- Manage and resource plan based on volume and operational needs
- Analyze and improve work processes to enhance efficiency, service quality, and customer experience
- Lead weekly/monthly support cadence with Business Teams
- Retention Team
- Align team plans with overall direction of Enterprise Business team
- Measure, track, and report on team members' productivity
- Drive utilization of team to ensure optimum campaign effectiveness
- Collaborate with stakeholders to review retention plans and offers
- People Management
- Provide regular feedback and coaching to team members
- Extend support to team members by guiding/managing customer escalations
- Identify and implement opportunities for cross-skilling team members
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