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.- Solid 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.
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