Leading day to day operations to meet daily/monthly service standards.
Monitor and provide feedback on Call Centre Agent(s) performance, ensuring SLAs are met, and that enquiries are handled promptly and professionally.
Identify training gaps including potential areas to improve on across channels and update of information in Standard Operating Procedures (SOPs).
Monitor and provide feedback on staff performance, provide real time coaching to the Call Centre Agent(s) as required.
Handle escalated situations and assessment of the case that needs to be escalated to the client.
Involve in the product/service training, quality assurance, supervising and performance reviews of the team whilst at the same time providing team support regularly.
Assist the Operations Manager to develop performance evaluation guidelines and carry out performance evaluations.
Assist the Operations Manager in developing customer service response templates and maintain the accuracy of information in the Knowledge Management System (KMS) as prescribed by the client.
Assist the Operations Manager in generating and providing analysis of reports and delivery of insights.
Assist to provide end-user input in the form of requirements and testing for new processes or systems, as directed by the client, to ensure operational relevance and service readiness.
Ensure that the contact matrix, information in KMS, and training materials are updated efficiently.
Prepare and host regular review sessions with the client.
Any other ad-hoc tasks that may be assigned by the Company
Requirements:
GCE O Level and above qualification.
At least 1 year of experience in contact centre or service industry.
Experience in working in healthcare industry would be preferred.
Savvy with computer and mobile phone usage and troubleshooting, with the ability to explain technical terms in layman's terms.
Understand and clearly explain relevant schemes, programmes, policies, an initiatives to enquirers.
Familiarity with Singaporean English and slangs.
Able to commit to office hours desk-bound (8.00am to 5.00pm from Mondays to Fridays and 8.00am to 1.00pm on Saturdays, with internal arrangement to meet 44-hours of work a week).
Additional Information:
Monthly basic salary ranges from $3,000 to $3,300
Incentives of up to $150 provided for good performance, according to established KPI(s)
Training is provided
12 weeks probation
Workplace location is close proximity to Macpherson and Ubi MRT station
