* Supervise the progress of the Contact Centre operational status by analysing meaningful metrics across the channels (voice, chat/email, social messaging, in-app channel etc) at the local level and European level on a regular basis
* Build targets of core CS metrics by collaborating with HQ and local subsidiaries
* Improve BPO audit planning including audit criteria and conduct audits
* Plan and conduct mystery shopping on customer journey:
o Reviewing and improving the survey methodology
o Monitoring sample allocation status
o Calibration of scores/scenarios with local managers
o Setting up the alert for the immediate performance improvement
o Gathering/sharing the insights in collaboration with Insight Team/Vendor
* Resolve local and regional Contact Centre quality and operation issues by having a regular engagement with relevant partners through conference calls or on‑site visits/meetings
* Develop and lead on European CS operation guidelines and policies across all customer touchpoints including service level and operation process, and collate new requirements on existing process to ensure consistency of Contact Centre Excellence across Europe
* Investigate and analyse operation cost on a regular basis and provide insights to internal partners as to where the cost should be invested, optimised or even removed
* At least 3 years experience as a Team Leader, Data Analyst, Quality or Training Manager on the BPO/Contact Centre side or as a Manager in the Brand CS/Contact Centre Team
* Analytical and presentation skills with a high degree of self‑motivation and can‑do demeanor with strong MS Office skills
* Familiarity with CaaS System such as SAP, Salesforce, Hybris etc. and its process
* Arbitration & coordination skills to manage potential disputes between BPOs/subsidiaries/HQ
* Ability to gain valuable insights through strong data/information literacy skills
* Flexible and willingness to travel within and outside of Europe as and when required
* Strong inter‑personal skills under inter‑cultural working background
* Comprehensive understanding/knowledge on the latest Contact Centre solutions/platforms & voice network (IVR, CTI, etc.)
* 12 month contract inside IR35
* 3 days onsite (KT16) 2 days WFH
* Work hours – 9am to 5:30pm
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