Greenwich (transport at Kovan, Serangoon, AMK, Woodlands, Tampines)
Working hours: 830am to 6pm / 230pm to 1130pm ($9 shift allowance) – 2nd shift only 4-5 days per month
1 Year Contract
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
· At least three (3) years of relevant experience in handling contact centre cases in a call centre or service industry environment.
· Proven experience in managing teams, including monitoring performance, coaching, and providing feedback to improve service standards.
· Familiarity with government services and procedures is highly advantageous.
Jessica Nguyen Huynh Thanh Truc
CEI Reg.
No. R
EA License No. 99C4599
We regret that only shortlisted candidates will be notified.