Location: Greenwich
Working hours: 8.30am - 6pm (Mon - Fri), required to cover 2.30pm - 11.30pm (5 times/ month)
Job Scope
- Conduct monthly auditing on team's calls in accordance to guidelines and SLA
- Coordinate with BU/stakeholders to handle and resolve cases, requests or enquiries
- Escalate the issues, needs and insights to Management when necessary
- Ensure prompt printing and mailing of collaterals/sending daily SMS in accordance to SOP
- Conduct case management monitoring in CRM system, call recording retrieval, investigation and coaching when necessary
- Conduct systems, hardware, hotlines and recording testing
- Conduct monthly staff performance coaching and mentoring
- Manage staffing and leave matters
- Ensure service outcome and KPIs are met
- Provide shifts updates on service level, draw insights by periodically reviewing past calls
Jessica Nguyen Huynh Thanh Truc
CEI Reg. No. R23113787
EA License No. 99C4599
We regret that only shortlisted candidates will be notified.
