What You’ll Do:
Operations
- Manage and supervise team of call / chat agents and provide leadership and mentoring
- Ensure that the monthly regulatory and internal KPIs are met
- Monitors and measures service metrics and call volume to develop standards, improvements and resource allocation.
- Overseas the creation and implementation of efficient and balanced workflows that maximise efficiency and produce high levels of service quality and customer satisfaction
- Provides inputs to strategic decisions that impact the functional area of responsibility.
- Capable of handling and resolving escalated issues and complaints arising from operations and requiring coordination with other departments.
- Provides mentoring and leadership to team of agents
- Execute quality monitoring requirements that deliver intent and customer satisfaction goals
Projects
- Involvement in various projects, such as telephony system upgrade, CRM system upgrade
- Lead in implementing and operationalizing new hotlines
- Involvement in implementation of digital solutions to provide convenience to customers
What You'll Need:
- At least 5 years of experience in contact centre or similar environment
- At least 3 years of managerial or supervisory experience
- Good people management skills and able to work under pressure
- Familiar with customer service metrics and strong customer - fronting and communication skill
- Knowledge in CRM and telephony systems
- Ability to work independently while being a cohesive team member
- Excellent leadership and interpersonal skills
- Change management and stakeholder management
What We'll Provide:
- Join us to empower the future of energy
- We offer hybrid work arrangement as we believe in providing work life balance while maintaining rapport at work
- Immerse in a positive work environment that promotes/fosters teamwork and collaboration.
