Location (Nearest MRT): Ubi
Salary: Up to $4,000 (Depends on Qualification & Relevant Work Experience)
Duration of Work: 1 Year Renewable Contract
Work Day: Monday – Friday
Work Hours: 8.15 am to 6.00 pm / 8.30 am to 6.15 pm
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.
Interested applicants, please Apply Now.
Kindly understand that only shortlisted candidates will be notified.
Fiona Leow (R
Senior Consultant
RecruitFirst Pte Ltd (E.A. 13C6342)