Act as the voice of the customer in internal engagements with Product, Technology, and Marketing teams, feeding front line insights into product and process decisions.
Ensure all KPIs, SLAs, and AHT targets consistently meet or exceed prescribed standards, with regular monitoring, reporting, and corrective action where needed.
Own and continuously refine the Case Management System (CMS), telephony systems, and IVR configurations to streamline customer engagements, reduce handling effort, and enable faster, more accurate case routing and resolution.
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