Job Description:
This is a leadership position, a key leader who will lead a team of Customer Service Agents in delivering responsive services to our customers.
You will report to Head Operations Control Centre and be responsible to the ops matters within your watch. Ample opportunities for career growth and training will be provided. It is 12 hours rotating shift team-based setup with adequate rest.
You will be working in a family-oriented environment with good company benefits.
Job Responsibilities
- Oversee the development and management of the Operations Control Centre.
- Involve in resource planning and staff management to ensure resources are properly allocated.
- Handle escalation matters including staff grievances.
- Manage and ensure KPIs are met so as to align with the company’s goal and objective.
- Hiring, training, coaching and leading Executives and Operations Control Agents as they provide support for customers.
- Liaise with the authorities and other key organizations on Taxi / Bus Operations and emergency incidents.
- Proactively identify opportunities and process improvements
- Perform other duties such as preparation and submission of operation reports, incident reporting etc.
- Responsible for Operation matters including the relevant KPIs within the watch.
Job Requirements
- Proficient in MS Office e.g., Excel, Word, PowerPoint, Power BI
- Project Management skills
- Report writing skills.
- Ability to diagnose and resolve basic technical issues.
- Strong leadership and interpersonal skills
- Intensive customer service skills
- Conflict resolution
- Good command of English (written and spoken)
- Open to work 12 hours shift with rotating Day and Night patterns including weekends and public holiday.
- Experience in managing overseas operations locally.
- Candidate with taxi and bus operations domain knowledge is an added advantage.
