Customer Contact Centre Associate Manager

The Contact Center Associate Manager – (Email & Voice Support) is responsible for leading a team of Contact Center Associates handling primarily email-based inquiries and requests, with the flexibility to support voice (inbound/outbound calls) as business needs evolve.

This role ensures high-quality, timely, and accurate customer service across channels (email, voice and live chat), supporting customers, agency partners, and banca partners, with accountability for channel performance, service delivery outcomes, and capacity effectiveness.

• Act as the primary escalation owner for complex, high-risk, or sensitive customer cases across email, voice, and chat channels, including those involving agency and banca partners
• Own end-to-end resolution of escalated cases, ensuring timely closure, appropriate remediation, and clear communication with internal and external stakeholders.
• Escalate issues with data-backed recommendations and proposed actions, rather than problem statements alone, particularly where service risk, customer impact, or reputational exposure exists.