As Senior Customer Experience Associate, you will work closely with the various Customer Care Managers for each centers and stakeholders to identify opportunities for process improvement and optimisation. The goal is to drive down the contact ratio for the platform to ensure the business and the operations can grow sustainably. There will also be opportunity to participate in the quarterly budgeting and manpower projection exercise, and to propose improvement to both the model and the process. You may also be asked to participate in other process optimising projects for other areas of the operations within the company.
The ideal candidate should have a keen interest and capability to work with data, attention to details to identify opportunities, and drive actions out of the insights.
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