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Senior Operations Control Centre Executive

4 weeks ago

Singapore COMFORT TRANSPORTATION PTE LTD Full time
Roles & Responsibilities

About the role

We're looking for a seasoned leader to oversee our 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. Ample opportunities for career growth and training will be provided. It is 12 hours rotating shift team-based setup with adequate rest.


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 organisation that is dedicated to delivering exceptional transportation services to our customers.


Tell employers what skills you have

Complaint Management
Report Writing
Leadership
Interpersonal Skills
MS Excel
employee grievances
Complaints and Enquiries
Conflict Resolution Skills
Vehicles
MS Office
PowerPoint
CCTV
Transportation
Handle guest complaints
Customer Service
Staff Management
grievance handling
Customer Services
leadership skills
Service Delivery