• Ensure delivery of outsource headcount and language support required to meet customer KPIs including NPS Problem Resolution leadership• Drive customer experience improvements by measuring, understanding and analysing customer feedbacks and working closely with cross-functional teams to improve results.• Strong focus on quality of interactions in order to delight customers, enabled by effective coaching and performance feedback structure and culture.• To establish a customer-focussed culture by implementing and managing initiatives and tools that aim to achieve customer satisfaction, loyalty and retention.