Responsibilities
- Reports to the Project Director supporting in attaining holistic Service Levels for various assigned matrices.
- Manage a team to achieve operational objectives through workforce planning, setting Key Performance Indicators (KPIs), execution, and contingencies.
- Provide strategic plans to synergize mailboxes and escalation management to attain timely and professional deliveries with articulacy.
- Plays a pivotal role to work with the various survey managers to drive quality standards and service excellence throughout inbound and outbound workforce.
- Align objectives and setting expectations with Stakeholders on realistic Service Levels versus email volume, timeframe, and other correlating factors.
- Handle internal and external escalations via investigations, incident reporting, findings and providing de-escalation solutions.
- Perform service recovery calls/emails as needed for de-escalation.
- Determining call quality and standards via call audits and calibrations.
- Evaluate and improve current email templates for continuous improvement.
- Ensure team is fully utilized during lull period by initiatives to support continuous productivity.
- Timely reporting to management team and stakeholders
- Conduct coaching and mentoring to the team to improve knowledge, skills and attitudes.
- Conduct year-end appraisals and identifying talents for retention and recognition with Talent Management team.
- Perform other adhoc duties as assigned.
Requirements
- Possess a degree in related fields.
- Equipped with at least 5 to 7 years in quality service experience with 2 years of managerial expertise.
- Prior work experiences should encompass service deliverables and performance attainment indexes.
- Those without the academic requirement but possesses relevant experience will be considered.
- Applicants with call centers, statistical and/or large data processing background will be advantageous.
- Proficient in MS Word, Excel, and PowerPoint due to intensities of reporting and communication plans.
- Articulacy is imperative for day-to-day operations.
- Able to communicate effectively and manage different hierarchies in internal and external environment.
- Persevere in a high pace setting and possesses the ability to innovate and craft contingencies to cope with high volume influx to attain service deliverables.
- Selected applicants are required to complete a training course and passed the assessment test before being deployed to operations.
**We regret that only shortlisted candidates will be notified**
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EA License No: 01C4394
EA Personnel ID: R1108331
EA Personnel Name: Janelle Katherine Hoeden
