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Urgent! Contact Centre Senior Manager Job Opening In Singapore, Singapore – Now Hiring beBeeContactCentre

Contact Centre Senior Manager



Job description

Job Title:

Contact Centre Team Leader



Job Description:

Roles & Responsibilities

  • Manage the performance and service quality of the CSO.

  • Ensure all CSO under TL's supervision are well trained and provide accurate timely responses.

  • Responsible for overall day-to-day case management and liaison with relevant stakeholders for further investigation and follow-up.

  • Performs quality audit checks on CSO handling programme.

    Audit checks include account access soft skills knowledge management and resolving MoP's queries in accordance with provided resources.

  • Train CSO based on provided resources.

    Prepare competency quiz test and check-ins to ensure CSO have accurate information.

  • Take ownership of team results understand developmental needs and provide support to the team.

  • Work with respective stakeholders to ensure all information is cascaded accurately.

  • Monitor arrival pattern and highlight to client in event of any increase in queries.

  • Conduct regular audits to ensure quality of CSO appointed for programme.

  • Support and guide CSO in their proficiency and knowledge of programme.

  • Provide assistance to CSO for complex cases and communicate with Ptcp/MoP whenever necessary.

  • Provide feedback and recommendations on service delivery to client.



Required Skills and Qualifications:

  • Ability to train CSO on systems and programme-related information.

  • Self-driven with excellent interpersonal and communication skills.

  • Good communication skills in English.

  • Proficiency in other languages/dialects may be required depending on programme requirements.

  • Proficient in Microsoft Excel applications.

  • Ability to take initiative work independently and accomplish tasks with minimal supervision.

  • Ability to work beyond operational hours if and when required.

  • Ability to handle difficult interactions in a professional manner.

  • Possess Diploma qualification or above.

  • At least 2 years of relevant supervisory experience in contact centre customer support and customer service functions.



Benefits:

No company information available.



Others:

The ideal candidate should possess excellent leadership skills and ability to manage team members effectively.


Required Skill Profession

Other General



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    Unlock Your Contact Centre Potential: Insight & Career Growth Guide


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