Responsibilities:
- Conduct monthly auditing on team’s calls in accordance to guidelines and SLA
- Coordinate with BU/stakeholders to handle and resolve cases, requests or enquiries
- Escalate the issues, needs and insights to Management when necessary
- Ensure prompt printing and mailing of collaterals/sending daily SMS in accordance to SOP
- Conduct case management monitoring in CRM system, call recording retrieval, investigation and coaching when necessary
- Conduct systems, hardware, hotlines and recording testing
- Conduct monthly staff performance coaching and mentoring
- Manage staffing and leave matters
- Ensure service outcome and KPIs are met
- Provide shifts updates on service level, draw insights by periodically reviewing past calls
Requirements:
- Diploma in any discipline
- At least two years of supervisory experience in a customer service/contact centre environment
- Computer literate with good supervisory, communication, interpersonal and management skills
- Comfortable communicating in other languages may be required as the incumbent will need to front escalation/cases predominantly from members of the public
- Proficient in MS Word, MS Excel, and MS PowerPoint
- Good verbal and written presentation skills
- Self-motivated and ability to work independently
