Key Responsibilities

TEAM
• Act as the primary point of contact for the CRC team on all operational matters (procedures, customer inquiries and discussions, , ensuring smooth and efficient process management.
• Ensure the proper implementation and consistent application of procedures.
• Support the onboarding and integration of new team members through training, day-to-day guidance (mentoring-style support), and by updating training materials.
• Actively participate in daily morning briefings as part of team management, sharing best practices, feedback and contributing to team engagement.
• Identify and report operational support needs to the CX Manager in a timely and structured manner.

MONITORING & SUPPORT

• Monitor team KPIs on a daily and individual basis, analyse performance trends and propose action plans to drive continuous improvement, in alignment with the Management team.
• Ensure full compliance with processes...