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Telecom Team Member-BPS
2 weeks ago
Ensure delivery of outsource headcount and language support required to meet customer KPIs including NPS Problem Resolution leadership
• Drive customer experience improvements by measuring, understanding and analysing customer feedbacks and working closely with cross-functional teams to improve results.
• Strong focus on quality of interactions in order to delight customers, enabled by effective coaching and performance feedback structure and culture.
• To establish a customer-focussed culture by implementing and managing initiatives and tools that aim to achieve customer satisfaction, loyalty and retention.
