Lead Complaint Management

About the role

The Lead Complaint Management professional will oversee the end‑to‑end handling of customer complaints for a major telecom operator. Reporting to senior leadership, you will ensure that key performance indicators such as resolution time, first‑call resolution, and customer satisfaction are met while maintaining regulatory compliance.

Key responsibilities

• Produce daily, weekly and monthly performance dashboards tracking complaint KPIs and present insights to senior stakeholders.
• Drive quality improvements through calibration sessions, coaching, and systematic QA score enhancements across all complaint queues.
• Manage escalation processes, coordinate with Network, Billing, Retail and Back‑Office teams to resolve systemic issues and reduce complaint volumes.
• Ensure compliance with TRA/TDRA regulations, lead audit preparation and support internal and external audit activities.
• Develop demand forecasts, capacity plans and staffing models to sustain business continuity in the call centre.

Required profile

• Minimum 72 months (6 years) of experience in complaint handling, call‑centre operations or related telecom functions.
• Proven ability to analyse data, identify root causes and implement corrective actions.
• Strong communication skills for presenting findings to senior leadership.

Required skills

• Analytical Thinking
• Workforce Management Tools
• Root Cause Analysis
• Data Analytics BI Platforms

What we offer

• Opportunity to lead a high‑impact function within a leading telecom organization.
• Collaborative environment with cross‑functional teams.
• Competitive compensation package.