- Oversee the day-to-day contact centre operations and maintenance to ensure Service Level as well as relevant Key Performance Indicators are met.
- Manage resource planning, forecasting and scheduling to drive optimum productivity and utilization.
- Analyze data and prepare daily, weekly and monthly reports for clients and senior management.
- Handle customer escalations in an efficient, timely and effective manner providing excellent customer service experience.
- Manage and drive CSO performance by providing product and process briefings, regular coaching sessions, refresher trainings and other performance-improvement activities.
- Perform quality audits, calibrations, coaching sessions, reports, data analytics as well as assist the Quality Manager in creating quality scorecards and other adhoc quality activities.
- Perform ad-hoc tasks and responsibilities assigned by Quality Assurance Manager and/or Operations from time to time.
Requirements:
5.25 day work-week
Due to the nature of the call centre, female candidate is preferred.
Location:
Upper Changi
