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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
Requirements
Diploma in any fields with at least three (3) yearsof relevant experience in handling contact centre cases in a call centre or service industry environment.
Proven experience in managing teams, including monitoring performance, coaching, and providing feedback to improve service standards.
Familiarity with government services and procedures is highly advantageous.
Excellent problem-solving and decision-making skills, with the ability to handle escalated customer enquiries and complaints effectively.
Singapores Largest and Most Preferred Recruitment Company
As a premier leading recruitment consultancy in Singapore, our success has been a result of our focus in facilitating the success of our Clients in business whilst enhancing the career opportunities for our Candidates.
With our swift expansion across the region, we now have offices in Singapore, Taiwan, Kuala Lumpur and Hongkong as well as a partner network in Shanghai, Indonesia, Thailand, Vietnam and Japan.
We serve with distinction and provide comprehensive staffing needs. As your total recruitment and staffing solutions partner, our goal is to provide our Clients the best staffing solutions through an integrated database network supported by localized content and services.
EA License No.: 99C4599
Job ID: 134336591
