The role of the Contact Centre Excellence Manager is to lead the development and implementation of contact center excellence frameworks that deliver best-in-class service across all Equity Group contact centers. This role is crucial in driving exceptional customer service, operational excellence, and continuous performance improvement across all contact channels. The manager is responsible for establishing service quality standards, optimizing operations through process improvement and smart automation, building agent capabilities, and ensuring consistent service delivery that exceeds customer expectations across all markets.
Roles and Responsibilities
1. Service Excellence Strategy & Standards
- Develop and implement service excellence strategies for all contact centres aligned with Group CX objectives.
- Establish service quality standards and performance benchmarks that drive best-in-class experiences.
- Create frameworks for exceptional customer interactions across voice, digital, and emerging channels.
- Design operational standards that balance outstanding service with operational efficiency.
- Lead initiatives to improve first contact resolution and reduce customer effort.
- Develop customer-centric metrics and measurement systems.
- Benchmark contact centre performance against industry leaders and implement best practices.
2. Quality Assurance & Performance Management
- Design and implement comprehensive quality assurance programs across all contact centres.
- Develop quality evaluation criteria and scorecards for customer interactions.
- Establish quality monitoring processes and calibration frameworks.
- Conduct performance analysis and identify service improvement opportunities.
- Implement voice of customer programs specific to contact centre interactions.
- Monitor service level adherence and customer satisfaction metrics.
- Drive root cause analysis of service failures and implement corrective actions.
- Lead initiatives to consistently improve NPS, CSAT, and Customer Effort Scores.
3. Process Improvement & Operational Optimization
- Lead process improvement initiatives to enhance service delivery and efficiency.
- Conduct process analysis to identify opportunities for simplification and optimization.
- Implement lean methodologies to eliminate waste and improve customer journeys.
- Drive intelligent automation where appropriate to enhance service capability.
- Develop frameworks for continuous operational improvement.
- Optimize workforce management to ensure appropriate staffing for service levels.
- Implement technology solutions that enable better service delivery.
- Create efficiency measures that maintain or enhance service quality.
4. Capability Development & Service Culture
- Design training programs to build world-class contact centre service capabilities.
- Develop coaching frameworks for supervisors and team leaders.
- Create agent development programs focused on service excellence and empathy.
- Build knowledge management systems for consistent service delivery.
- Foster a service excellence culture across all contact centre teams.
- Implement recognition programs that celebrate outstanding customer service.
- Lead change management for service improvement initiatives.
- Develop service leadership capabilities at all levels.
5. Cross-Functional Collaboration & Best Practice Sharing
- Facilitate sharing of service excellence best practices across markets.
- Partner with country contact centre teams to implement Group standards while respecting local contexts.
- Collaborate with CX Systems teams to optimize contact centre tools and platforms.
- Work with Customer Insights teams to incorporate feedback into service improvements.
- Support third-party contact centre partners in meeting service quality standards.
- Partner with Training teams on capability building initiatives.
- Engage with Compliance teams to ensure regulatory adherence.
- Create communities of practice for continuous learning and improvement.
Qualifications
Academic Requirements:
- Bachelor's degree in Business Administration, Operations Management, or related field.
- Professional certifications in Contact Centre Management, Customer Experience, or Quality Assurance (advantageous).
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