Job purpose:
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 drives exceptional customer service, operational excellence, and continuous performance improvement across all contact channels. 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:
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.
Qualifications
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)