Contact Centre Executive

Job Summary

Support the Contact Centre management team in daily operations and system improvement projects. This role focuses on workforce planning, process improvement, performance monitoring, and project coordination to ensure efficient service delivery and high customer satisfaction. Contract duration will range from 6 months to 2 years depending on the project.

Key Responsibilities

• Support day-to-day Contact Centre operations across calls, chat, and email
• Monitor service levels, staffing, and performance metrics
• Drive process improvements to enhance efficiency and service quality
• Support and manage operational and system projects
• Prepare reports and performance updates for management
• Coordinate with internal teams, IT, and vendors to resolve issues and support crisis situations

Job Requirements

• Degree from a recognised institution
• 2–3 years of experience in contact...