Consumer Family SPV

Ensure a distinctive customer experience for Consumer Fixed customers, by driving operational excellence and the successful delivery of strategic pillars NPS, First Time Fix (FTF) ,Ask once & ACR while maintaining cost efficiency and compliance with budget targets. More specifically you will: Lead the Family Fixed Care Contact Center Operations team, owning the end-to-end fixed products support experience. Monitor, analyze, and assess KPIs to evaluate performance and secure continuous improvement in customer experience. Coach and guide Team Leaders to redesign and enhance customer journeys, reducing customer effort and improving satisfaction. Identify and reduce detractors through deep analysis of customer feedback and journey insights. Drive Service-to-Sales initiatives, ensuring commercial opportunities are integrated into daily operations. Inspire, motivate, and support teams through regular feedback, clear communication, and recognition. Not a perfect fit? Worried that you don't meet all the desired criteria exactly? If you're excited about this role but your experience doesn't align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity. At least 2 years' experience managing inbound/outbound call center teams, with proven delivery of results. Strong understanding of company products, services, and customer lifecycle. Solid knowledge of call center performance metrics and analytical reporting. Commercial acumen with excellent presentation and stakeholder management skills. Fluent in English, proficient in MS Office. Customer-focused, solution-oriented, and a strong people leader. Change agent with adaptability and a passion for cultural transformation. Key performance indicators: Operational Efficiency: AHT, Abandon Rate, FCR7/FCR30, Occupancy, Adherence