Description
Primarily responsible for the management of the in house and vendor out sourced MI operation.Provide expertise to the front line while facilitating timely, accurate responses to the company's customers in EMEA.
Build strong relationships with external vendor management and internal stakeholders to aid understanding of role of MCI.
Lead quarterly vendor site visits with specific objectives tailored to the business requirement.
Communicated best practise to the front line and resolution on issues to MI teams to ensure high level customer focus.
Ensure compliance in MI activities and processes.
Participate in audits and inspections by preparing case assessments, documentation and reports.
Manage the communication, investigation and resolution of issues relating to business critical issues within MI and the front line.
Be part of the Business Continuity Team.
Review contact centres' metrics to ensure efficient use of resource in line with the contract. Provided metrics to executive on MI activities.
Areas of expertise*MI*Metrics*Quality Monitoring*Audit and Inspections*Leadership*Communication*Process Harmonisation*Training*Business Operations*Compliance