Job Description

We are seeking a visionary AI Transformation & Analytics Manager to lead the modernization of our contact centre operations through artificial intelligence, predictive analytics, and strategic innovation. This role is central to enhancing agent productivity, improving customer response times, and embedding AI capabilities across the eMPF service environment.


Your Role


AI-Driven Performance Monitoring & Reporting

  • Design and implement AI-powered dashboards to monitor KPIs, service levels, and operational trends

  • Leverage machine learning models to forecast call volumes, detect anomalies, and recommend staffing adjustments

  • Deliver real-time insights to leadership to support proactive, data-informed decision-making

    • Advanced Analytics & Predictive Insights

  • Apply statistical and AI models to uncover behavioral patterns, predict service demand, and identify root causes of operational issues
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