Contact Centre Excellence Manager

Required skills and qualifications:

Academic:

• Bachelor's degree in Business Administration, Operations Management, or related field
  

• Professional certifications in Contact Centre Management, Customer Experience, or Quality Assurance (advantageous)
  

Experience:

• 7+ years’ experience in contact centre operations, quality assurance, or service excellence
  

• 3-5 years in senior leadership roles managing contact centre performance
  

• Proven track record achieving best-in-class service quality metrics
  

• Experience implementing quality assurance and service excellence programs
  

• Background in process improvement and operational optimization
  

• Experience in financial services contact centres (advantageous)
  

• Experience working across multiple markets and contact centre operations
  

• Track record of building service-focused cultures and capabilities.
  

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

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.

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.

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

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.