Job Description

This role plays a critical leadership role in translating contact centre strategy into consistent day-to-day execution ensuring customer experience, operational efficiency and people performance are aligned with business goals. The Assistant Manager, Contact Centre is accountable for operational stability, sustained service levels and continuous improvement across all customer contact channels, while serving as the first line of managerial control for performance risks, customer escalations and service failures through early trend identification, root-cause analysis and corrective actions. As a people leader and change enabler, this role develops capable Team Leaders and agents through clear expectations, coaching and a disciplined, customer-centric culture. The role supports change initiatives including system enhancements (CRM, chatbot, automation), process standardisation, policy updates and new service rollouts, ensuring effective adoption without compromising service quality or compliance. · Stakeholder Collaboration: Partner with cross-functional teams and external vendors to expedite resolution, eliminate barriers and drive alignment on customer experience objectives. Influence and collaborate effectively across departments to ensure customer-centric outcomes. WHAT DOES IT TAKE TO BE SUCCESSFUL QUALIFICATIONS WORK EXPERIENCE · Proven experience managing service delivery, customer experience, and operational KPIs · Hands-on experience handling customer escalations, performance coaching and quality improvement initiatives. · Exposure to sales, upselling, cross-selling, or retention campaigns is an added advantage, including familiarity with sales or conversion metrics. SKILLS & COMPETENCIES · Stakeholder Management: Strong collaboration skills with the ability to build relationships and work effectively across departments, vendors and senior management to achieve resolution outcomes. · Strategic Thinking: Forward-looking mindset with the ability to translate insights into long-term service improvement strategies that align with business goals.

Job Requirements