About the role
We're looking for a Team Lead to oversee our Customer Service & Operations Control Centre team, ensuring seamless delivery of customer services.
As a Duty Manager, you'll be responsible for leading a team of Customer Service Agents, managing operational matters, and driving process improvements.
You will report to the Head Operations Control Centre and be responsible to the ops matters within your watch.
What you'll be doing
Lead and manage a team of Customer Service Agents to deliver exceptional customer experiences
Oversee resource planning, staff management, and development to ensure effective service delivery
Manage escalation matters, including staff grievances and customer complaints
Drive process improvements and identify opportunities for growth and development
Liaise with internal departments and external stakeholders to resolve customer issues and operational matters
Prepare and submit operational reports, incident reports, and other relevant documentation
What we're looking for
Bachelor's degree or professional degree in a relevant field
At least 3 years of experience in a Contact Centre leadership position
Proven track record of leadership, customer service, and operational management
Excellent communication, interpersonal, and conflict resolution skills
Strong analytical and problem-solving skills
Proficient in MS Office (Excel, Word, PowerPoint) and report writing
Ability to work 12-hour rotating shifts, including weekends and public holidays
What we offer
At ComfortDelGro Taxi, we are committed to providing our employees with a rewarding and fulfilling work environment.
We offer opportunities for career growth and development, and a range of benefits, including healthcare coverage and wellness initiatives.
Join our team and be part of a dynamic organization that is dedicated to delivering exceptional transportation services to our customers.
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