Assistant Manager, Contact Centre Operations

REPORTS TO: Manager, Contact Center Operations DOTTED REPORTING: OPCO MD. JOB TIER LEVEL: B DIRECT REPORTS: Supervisor, Contact Center Operations. JOB DESCRIPTION The Assistant Manager, Contact Center Operations, is responsible for providing excellent customer service for d. light by supporting selected partners who will offer the service to our customers and end-users. The role also aims to continuously seek ways to improve cost-efficiency, achieve targeted customer service metrics, and promote a customer-first culture within the business. RESPONSIBILITIES AND REQUIREMENTS: Standard Definitions and Implementation: Measure KPIs, drive improvement of standards of service delivery. Customer Issue Resolution: Interface with d. light technical team and call center partner to solve customers problems by identifying root causes, and prevent recurrence of the same to build credibility into d. light service reliability. Capability Development: Initiate measures to enhance the competency and...