Roles and Responsibilities
Governance and Control
Oversight of Call Center Operations
On-site Management
Manage CSP’s Cost of Poor Quality; collaborate with CSPs on identified gaps and interventions/solutions.
Ensure that programs are properly deployed by CSP and implement interventions as necessary to meet client requirements.
Coordinate with Central Support in managing bill disputes to ensure accuracy and on-time payment of CSP.
Provide the Voice of the Customer, essential in establishing, securing, and growing a loyal customer base, to the Client Interface (first 7-day report from the launch date of a promo/product/service, normally extended upon request of brand owners)
Ensure that data and information are available to CSP in a timely manner.
Ensure compliance with data security.
Process Improvement and Project Management
Verified
