Staffing and Leave Management: Oversee staffing needs and manage leave requests effectively.
Performance Management: Conduct monthly coaching and mentoring sessions to enhance staff performance.
Service Outcome and KPI Oversight: Ensure that service outcomes and key performance indicators (KPIs) are consistently met.
Call Management: Monitor the call management system, including retrieval and investigation of call recordings.
Escalation Management: Handle first and second level escalation cases through designated email channels and the Clear Call Team Inbox.
Frontline Support: Act as a point of contact for escalations and provide support through the Control Tower and the Quality Service Manager Hotline.
Shift Coordination: Provide regular updates on service levels and open cases, while managing meal break arrangements and ensuring staff are placed on rotating shifts, including weekends and public holidays.
Policy Knowledge: Utilize strong knowledge of NEA policies and processes to enhance service delivery.
Auditing and Compliance: Conduct monthly audits of team calls in line with established guidelines and service level agreements (SLAs).
Stakeholder Coordination: Collaborate with business units and stakeholders to address and resolve cases, requests, or inquiries.
Issue Escalation: Proactively escalate issues, needs, and insights to management as necessary.
Collateral Management: Ensure timely printing and mailing of materials and sending of daily SMS in accordance with standard operating procedures (SOP).
CRM Case Management: Monitor case management within the CRM system, retrieve call recordings, and provide coaching as needed.
Testing and Quality Assurance: Conduct testing of systems, hardware, hotlines, and recording functionalities to ensure optimal performance.
Insights Review: Periodically review past calls to draw insights and improve service delivery.
Requirements
At least a diploma or has completed and passed the GCE A level with two (2) AO and two (2) A passes with at least two (2) years of supervisory experience in a customer service/contact centre environment.
Proficiency in MS Word, MS Excel, and MS PowerPoint.
Have good verbal and written presentation skills.
Self-motivated and ability to work independently.
Computer literate with good supervisory, communication, interpersonal and management skills.
Comfortable communicating in Mandarin, Malay or Tamil as you will need to front escalation/cases predominantly from members of the public.
Able to work rotating shifts (including Sat, Sun and Public Holidays) in accordance with Hotline Operating Hours.
