Key Responsibilities

• Provide consistent guidance to CCD teams on quality evaluations, scoring standards, and coaching practices to ensure service excellence and alignment across all channels.Item 2 of 10, Continuously review and enhance the CCD service quality framework to reflect operational changes, ensuring it remains relevant and effective.
• Continuously review and enhance the CCD service quality framework to reflect operational changes, ensuring it remains relevant and effective.Item 3 of 10, Conduct audits, calibrations, and consistency checks to identify gaps and deliver actionable feedback to support individual and HUB-level improvement plans.
• Conduct audits, calibrations, and consistency checks to identify gaps and deliver actionable feedback to support individual and HUB-level improvement plans.Item 4 of 10, Collaborate with stakeholders to design and implement targeted training and corrective actions that address service gaps and reinforce operational standards.
• Collaborate with stakeholders to design and implement targeted training and corrective actions that address service gaps and reinforce operational standards.Item 5 of 10, Facilitate regular calibration sessions across internal CCD teams and business partners to maintain consistent scoring and evaluation practices.
• Facilitate regular calibration sessions across internal CCD teams and business partners to maintain consistent scoring and evaluation practices.Item 6 of 10, Partner with the Global Channel Experience Lead to assess and enhance the end-to-end customer journey across voice, non-voice, and digital self-service channels.
• Partner with the Global Channel Experience Lead to assess and enhance the end-to-end customer journey across voice, non-voice, and digital self-service channels.Item 7 of 10, Use customer feedback, Service quality insights, and operational data to identify service gaps, friction points, and opportunities for innovation across CCD channels.
• Use customer feedback, Service quality insights, and operational data to identify service gaps, friction points, and opportunities for innovation across CCD channels.Item 8 of 10, Collaborate with product and technology teams to pilot and implement digital solutions that enhance channel capabilities, improve user experience, and support operational readiness
• Collaborate with product and technology teams to pilot and implement digital solutions that enhance channel capabilities, improve user experience, and support operational readinessItem 9 of 10, Analyze trends in customer feedback (e.g., NPS, CSAT, verbatim comments) to uncover insights and present recommendations that inform strategic decisions
• Analyze trends in customer feedback (e.g., NPS, CSAT, verbatim comments) to uncover insights and present recommendations that inform strategic decisionsItem 10 of 10, Act as a customer experience advocate in cross-functional forums, contributing insights and recommendations that shape CCD’s service strategy and future delivery models.
• Act as a customer experience advocate in cross-functional forums, contributing insights and recommendations that shape CCD’s service strategy and future delivery models.

Requirements

• Graduation in any discipline is a mustItem 2 of 8, Minimum 5 years contact centre operations experience, preferably in a leadership capacity
• Minimum 5 years contact centre operations experience, preferably in a leadership capacityItem 3 of 8, Knowledge of CCD-related processes will be a benefit
• Knowledge of CCD-related processes will be a benefitItem 4 of 8, Excellent interpersonal communication and relationship-building skills
• Excellent interpersonal communication and relationship-building skillsItem 5 of 8, Excellent command of both spoken and written English and Chinese (Cantonese and Mandarin)
• Excellent command of both spoken and written English and Chinese (Cantonese and Mandarin)Item 6 of 8, Ability to work independently under pressure
• Ability to work independently under pressureItem 7 of 8, Ability to work collaboratively with internal departments and external vendors
• Ability to work collaboratively with internal departments and external vendorsItem 8 of 8, Detailed-minded, strong analytical abilities, planning and organization, critical thinking skills
• Detailed-minded, strong analytical abilities, planning and organization, critical thinking skills