Assistant Manager/ Manager

(What the role is)

You will be responsible for analysing customer feedback and customer-related data to develop deep understanding of customer behaviours, needs and expectations. This role translates data-driven insights into actionable recommendations to improve customer satisfaction, service quality and service delivery outcomes. You will be working closely with partners from service and operations to identify trends and support continuous improvements.

(What you will be working on)

• Review transaction data from various public feedback channels to identify opportunities to improve service experience and streamline processes

• Analyse customer feedback, survey results and operational data, including those related to Contact Centre operations, such as transaction volume, Average Handling Time, Customer Satisfaction Survey results, and other performance metrics to identify trends, patterns and insights related to service delivery and...