ROLE OVERVIEW

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 with...