Job order: 702394
Responsibilities:
- Monitoring and managing the call centre’s performance, ensuring that Key
Performance Indicators (KPIs) and Service Level Agreements (SLAs) are consistently met. - Validate and provide insights on call centre reports to the management team.
- Oversee the quality of customer interactions
- Conduct thorough audits of the call centre’s operations, identifying process and knowledge gaps.
- Develop and execute comprehensive action plans in partnership with the vendor to address and
close these gaps - Lead the implementation, review, and streamlining of work processes, SOPs, and procedures
- Perform in-depth analysis of customer interactions, identifying key call drivers and trends. Utilize
interaction analytics to understand customer sentiments, improve customer experience - Spearhead the communication and training of the call centre team on new business initiatives,
systems, policies, and processes. - Act as a key support to the Customer Service Manager in strategic decision-making.
- Undertake other duties and responsibilities as assigned by the manager
Requirements:
- Min diploma holder
- At least 3 years of experience in a call centre environment, including supervisory experience.
- Proficiency in Microsoft Excel and data analysis.
- Experience with interaction analytics and customer experience management tools is a plus
To apply, kindly click apply or email updated resume to [email protected]
We regret that only shortlisted candidates will be notified. However, rest assured that all applications will be updated to our resume bank for future opportunities
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EA Personnel name: Chong Gui Feng
EA Personnel Registration Number: R1768033
EA License no.: 07C5771
