This is a 12 months contract assigned to our client
Work Location: Suntec Tower 2
Salary Range : $3,500-$4,000
Job Description
1. Coach and guide customer service officers (CSOs) to answer customers’ queries and provide first call
resolution
2. Conduct business reviews and provide suggestions on processes
3. Manpower management and shift adherence of CSOs
4. Monitor and coach on agent productivity to achieve SLA adherence
5. Conduct performance review with CSOs – identifying areas of training and improvement
6. Team engagement and retention strategy and implementation
7. Handle ad hoc duties as required
Skills Requirement
1. A full fledged Team Manager / Team Lead in Government/Government aided contact centre for a
minimum of 5 years
2. Diploma/Degree
3. If O level – we would need the candidate to have 5 to 7 years of experience.
4. Potentially should have taken calls and should have performed CSO and Senior CSO role
5. Just floor management is not enough
6. We are looking for independent team managers who can perform shift rostering, SLA / Metric adherence
7. Team performance management, floor management, escalation management, independent supervisory,
team player, SOP/Protocol management & adherence, PIP/Retraining
8. A good coach and a trainer& QA (to a minimum degree).
9. Expectation: Comfortable with night shift as well
10.Working on 44 hours per week
11.Able to work rotating shift hours including weekends and public holidays
12.Comfortable with night shift duty as well
11.Soft qualities:
a) Active listener and possesses problem-solving skills
b) Fast learner and good team player
c) Demonstrates good customer service and communication skills ;
d) Comfortable to work in a fast-paced environment
