Roles & Responsibilities Responsibilities
- Review team calls monthly to ensure quality and compliance with guidelines.
- Work with stakeholders to resolve cases and enquiries.
- Escalate key issues or insights to Management when needed.
- Oversee printing, mailing, and daily SMS tasks as per SOP.
- Monitor and manage cases in CRM, retrieve call recordings, and conduct investigations or coaching.
- Test systems, hardware, hotlines, and recordings regularly.
- Coach and mentor staff monthly, manage schedules and leave.
- Ensure KPIs and service standards are met.
- Provide shift updates and review past calls to identify improvements.
Requirements
- Minimum 3 years' experience in a call centre or service environment.
- Experience managing teams, monitoring performance, and coaching staff.
- Knowledge of government services and procedures is an advantage.
If you meet the requirements of this role, please email a detailed resume in Word document to Chloe Tan Hui Lin.
Email:
Chloe Tan Hui Lin
CEI Registration No.: R
Recruit Express Pte Ltd
EA99C4599
*All information will be treated with strictest confidence.
We regret that only short-listed applicants will be notified.
Tell employers what skills you have Customer Service Skills
CRM
Coaching
Mentoring
Leadership
Hardware
Quality Assurance
Investigation
Problem Solving
Auditing
Service Level
Attentive
Customer Satisfaction
Case Management
Call Center