Job Description

Overview of the Role:
You will play a vital role in overseeing the performance of customer care channels, ensuring seamless operations and an exceptional customer experience across multiple brands. This role requires strong coordination with various teams to drive improvements and support innovative projects.
What You Will Do:

• Channel Performance OversightMonitor daily operations across Voice, Email channels, ensuring SLAs and KPIs are met for all supported brands and markets.
• Customer Journey ManagementIdentify pain points and recommend improvements across the customer lifecycle based on data and feedback that can be found on C4C
• Voice of Customer (VOC) Reporting & supportRegularly analyze Medallia VOC insights to identify trends, escalate red flags, and recommend corrective actions on Customer Care. Support in coordination of VOC system.
• Cross-functional CoordinationCollaborate with IT, CRM, Brand, and Contact Centre teams to support campaigns, product launches, and system rollouts.
• Escalation HandlingAct as a point of contact for critical customer issues requiring multi-team involvement, ensuring timely and satisfactory resolutions.
• Process & SOP DevelopmentSupport the creation and continuous improvement of SOPs, escalation matrices, and training documentation for frontline teams.
• Performance ReportingPrepare weekly, monthly, and quarterly reports with actionable insights for Retail brands.
• Project Support & InnovationContribute to automation, AI, and cost-efficiency projects such as VoiceBot implementation, self-service enhancements, and CRM campaign support.
• Vendor Management SupportCoordinate with Contact Centre partners to align on performance targets, share updates, and monitor operational health.

Skills Required