We are currently expanding and looking for a motivated individual to drive the performance of our contact centre. If you are creative, inspirational and obsessed with creating the ‘WOW’ experience for both our clients and team, we invite you to join our family!
Job Description:
- Support in the seamless day-to-day operation of our contact centre by providing planning, leadership and motivation to the personnel under your charge
- Ensure that the client’s KPIs and individual productivity are met
- Develop and nurture the team leaders, group leaders and agents alike through regular coaching and guidance
- Establish and monitor the adherence of company’s SOPs and procedures.
- Liaise with department stakeholders and clients in implementing processes to improve operational efficiency and cost utilisation to enhance margin
- Draw data insights from analysis of call statistics, KPIs, monthly management reports to provide value-added service to company and clients
- Work closely with the team to coordinate implementations of projects, hiring and training sessions for client’s campaigns
- Manage team’s escalated cases and follow up on outstanding cases, and to give feedback for further improvement of specific campaigns
- Investigate on any complaints and provide findings to the Management and clients
- Other ad hoc duties as required
Requirements:
- University graduate in Business Management, Marketing or equivalent / related discipline
- Minimum 5-8 years of relevant experience in supervisory role in contact centre environment and/or similar industry
- Proficient in MS Office Applications preferably with hands-on experience in CRM system
- Ability to work independently and within teams under tight schedule and pressure
- Possess excellent leadership, communication, presentation and interpersonal skills
- Highly motivated, customer-oriented, positive attitude and strong problem-solving skills
If you’re enthusiastic and ready to make a positive impact on our customers, we want to hear from you! Join our team and be part of an exciting customer care experience.
Interested candidates may email us at [email protected]
**We regret that only shortlisted candidates will be notified.
