Specialist: Contact Centre

Job Description

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The Contact Centre Specialist drives day to day operational excellence, leads small to medium projects, and delivers accurate, actionable reporting that improves customer experience, agent performance, and operational efficiency. The role partners with Workforce Management (WFM), Quality Assurance (QA), IT, HR, and Commercial teams to ensure service levels, productivity, and compliance targets are consistently achieved
Key Accountabilities
⦁ Monitor intraday performance across voice, chat, social, and email queues; take corrective actions to protect AHT, SLA, Abandon Rate, First Contact Resolution (FCR), and Customer Satisfaction (CSAT/NPS) targets.
⦁ Coordinate with Team Leaders and WFM on real time skilling, overflow, and outage playbooks.
⦁ Issue daily/weekly/monthly dashboards reports covering volumes, SLAs, AHT, FCR, QA scores, repeat contact drivers, escalations, VOC (CSAT/NPS), and cost to serve. Explore automation opportunities of these reports working with RPA.
⦁ Lead or support operational projects (e.g., channel migrations, IVR/Chatbot refinements, new product launches, complaint reduction initiatives).
⦁ Run full project cadence: scope, requirements, risk log, timeline, stakeholder updates, UAT, go live readiness, and post implementation review.
⦁ Partner with QA to calibrate scoring, close coaching loops, and drive improvements in soft skills, compliance, and resolution quality.
⦁ Ensure adherence to regulatory, data privacy, and internal policy requirements; maintain audit ready evidence.
⦁ Act as operational point for internal stakeholders (Commercial, Network Operations, Finance), Vodafone group and external vendors (BPOs, tech providers). Supporting the Contact Centre Manager.

Competencies
⦁ Analytical & Insight Led: Converts data into clear operational actions and follows through to results.
⦁ Operational Rigor: Strong command of SLAs, staffing math to effectively support WFM, and real time decisioning.
⦁ Project Discipline: Plans well, manage risks/dependencies, and lands change smoothly.
⦁ Customer Obsessed: Advocates for effortless journeys; drives defect elimination.

Qualifications and Experience
⦁ Diploma/Degree in Business, Operations, Data/Information Systems, or related field (or equivalent experience).
⦁ 3–5+ years in a Contact Centre (telecom or similar high volume environment), with hands on ops and reporting exposure.
⦁ Experience running or supporting projects (agile or hybrid) and presenting to leadership.