Call Center Operation Transformation Lead
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About the Role
Redesign call center operations, define SLAs and KPIs, optimize customer journey, and manage workforce planning with a focus on transformation.
Key Skills for This Role
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Overview
- Redesign call center operating model
- Define SLAs, KPIs, dashboards, and governance framework
- Workforce planning and capacity modeling
- Quality assurance and escalation frameworks
- Customer journey optimization and cost control
- 8–12 years in contact center operations leadership
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