**Job Purpose:** To provide comprehensive support to the Customer Care Centre, focusing on quality management, process optimization, strategic planning, and service development to enhance customer satisfaction and operational efficiency within DHCM communities. **Key Responsibilities:** + Develop and implement strategic plans to identify new business opportunities and enhance Customer Care Centre services. + Assist the Manager in updating policies and procedures to align with best practices. + Identify, evaluate, and analyze business development opportunities (both strategic and operational). + Collaborate cross-functionally to ensure effective implementation of processes and policies, proactively contributing to continuous improvement initiatives. + Facilitate informed decision-making by providing timely information, expertise, and support related to instructional design, development, and feedback mechanisms. + Ensure Customer Care Centre operations comply with all policies, processes, and procedures, recommending and implementing necessary changes. + Advise on technology best practices, working with IT to identify requirements, propose solutions, and align IT strategies with business objectives. + Leverage technology and systems to automate key operational tasks, maximizing accuracy and customer satisfaction. + Analyze Customer Care Centre processes, supporting leadership in meeting planning, business approach development, data design, and performance improvement initiatives. + Regularly evaluate departmental and team member performance, providing feedback to management. + Analyze and report on operational performance results, recommending process improvements and program initiatives. + Collaborate with the Customer Care team to enhance quality performance, align goals, and provide support in people metrics, reporting, and advanced predictive analytics. + Manage daily responsibilities, delegate tasks, and evaluate performance. + Manage the implementation of relevant applications and systems to optimize existing processes. + Resolve escalated customer complaints and complex issues. + Oversee Customer Care Centre audits. **Qualifications, Experience, & Skills:** + Bachelor’s degree in business administration or a related field. + 7+ years of experience in quality management, business development, and customer service. + Proficient analytical, data management, and problem-solving skills. + Expertise in various software and analytical tools. + Strong change management, negotiation, and communication skills. + Demonstrated commitment to exceptional customer service. + Proven experience in progressive quality roles. + Ability to instruct, direct, evaluate employees, and resolve work-related issues. + Adaptability to change and effective prioritization skills. + Excellent time management and organizational skills. + Exceptional listening and analytical skills.