Director of Customer Experience Operations at MFSG

Take charge of MFSG’s Contact Centre as the Director of Customer Experience Operations, where you will lead strategies that elevate customer engagement and operational efficiency.This pivotal role requires a leader with over 8 years in contact centre operations and strong communication abilities. You will oversee daily management and operational strategy, driving improvements in service quality and customer satisfaction. Your experience in both in-house and outsourced environments will be key in achieving high performance.Key Responsibilities:
• Develop strategic initiatives for contact centre operations
• Oversee KPIs related to service delivery and customer satisfaction
• Manage complaint resolution processes effectively
• Guide and develop teams through changing initiatives
• Ensure compliance with regulatory requirementsRequirements:
• 8–10+ years of experience in contact centre or service operations
• 5+ years in leadership roles
• Strong experience with ve...