team members to develop skills Skills and Experience Experience managing or supervising support teams within a fast paced customer support environment Strong understanding of escalation management, complaint handling and qualityassurance processes Hands on experience managing outsourced teams and vendor relationships Excellent communication skills The company offers a competitive salary, exposure to new technology, career progression and a great working More ❯
consistency issues. Data Quality & Governance Profile legacy datasets to detect anomalies, duplicates, and incomplete records. Work closely with Data Governance and business SMEs to cleanse and enrich data. Implement qualityassurance checks to ensure accurate and complete migration. Collaboration & Documentation Partner with application owners, SaaS vendors, and internal IT teams to coordinate migration activities. Produce detailed documentation covering mapping rules More ❯
ensuring service excellence, smooth communication, and consistent delivery against KPIs and SLAs. Key Responsibilities Team Oversight & Daily Operations Manage and support the Customer Insights , Customer Resolution , and BPO/QA teams (8 team members). Act as the primary point of contact for escalations and complex issues. Ensure alignment across teams and maintain high standards of communication. Identify opportunities for … the customer experience. Coach and support team members and line managers to drive performance and engagement. Cross-Department Support Monitor departmental SLAs and KPIs (e.g. CSAT, complaint resolution times, QA pass rates). Produce and maintain reports on quality, escalations, and team performance. Collaborate with development teams to test and validate updates to customer-facing platforms and internal tools. Maintain … as needed. Skills & Experience Proven experience leading or supervising support teams in a fast-paced contact centre or customer support environment. Strong knowledge of escalation management, complaint handling, and qualityassurance processes. Experience managing outsourced teams or vendor relationships (desirable). Excellent communication and coordination skills across teams and functions. Highly organised, detail-oriented, and able to manage multiple priorities. More ❯
