Call Center Operation Transformation Lead
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About the Role
Leads call center operating model redesign, performance optimization, and governance while requiring expertise in CRM systems and data analysis.
Key Skills for This Role
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Overview
Leads operating model redesign, performance optimization, and service governance.
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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