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Job ID: 148526307

Skills:
"Reporting & Analytics", Trainer, Call Centre, Mandarin, Cantonese, Management Skill, "Contact Center Operations", "BPO Operations", "Team Management", "People Leadership", "Operations Management", "Voice Support", "Chat Support", "Email Support", "Customer Service", "Service Delivery", "Service Level Management", "SLA Management", "KPI Management", "Queue Management", "Real-Time Management", "Workforce Management", "WFM", "Roster Management", "Intraday Management", "Schedule Adherence", "Occupancy Management", "Shrinkage Management", "AHT", "Average Handle Time", "FCR", "First Contact Resolution", "CSAT", "Customer Satisfaction", "NPS", "Quality Management", "Abandonment Rate", "Contact Center Metrics", "Performance Management", "Coaching", "Mentoring", "Team Development", "Performance Appraisal", "Escalation Management", "Incident Management", "Root Cause Analysis", "RCA", "CAPA", "Kaizen", "Continuous Improvement", "Process Improvement", "SOP Development", "Operational Governance", "Stakeholder Management", "Client Management", "MIS Reporting", "Data Analysis", "CRM", "Telephony Systems", "Workforce Planning", "Conflict Resolution", "Hiring Management", "Attrition Management", "Absenteeism Management", "Information Security", "Data Privacy", "Audit Compliance", "Risk Management", "Microsoft Office", "Google Workspace", "Leadership", "Operational Excellence", "Customer Experience Management", "24/7 Operations Management"
Skills:
operational execution , Risk Sensitivity, management presentations, Business and Commercial Acumen, Bancassurance Products, Stakeholder Coordination, Account Management, Governance Awareness, Numerical and Analytical Capability
Skills:
Customer Support, Escalation Management, Customer Experience, Operational Enhancements, Process Improvement, Stakeholder Management, Customer Operations, Client Services
Skills:
Agile Methodologies, Quality Assurance, Software Development, Change Management, Project Planning, Risk Management, Stakeholder Engagement, Budgeting, Resource Allocation, Team Leadership
Skills:
Data Migration, Change management, Vendor oversight, Work breakdown structure, Project management, Benefits realization, Financial management, Stakeholder Engagement, Risk management, PMP or equivalent certification
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