Survey Operations Manager
1 week ago
Company Overview
PERSOLKELLY SINGAPORE PTE. LTD. is a dynamic recruitment agency that provides innovative staffing solutions to various industries.
Job Summary
We are seeking an experienced Call Centre Team Leader to lead a team of Survey Officers in achieving service levels for assigned surveys within timeline.
Key Responsibilities
- Support Project Manager in attaining holistic objectives of the assigned surveys.
- Lead a team of Survey Officers to achieve service levels for assigned surveys within timeline.
- Ensure the team attains their daily Key Performance Indicators (KPIs).
- Be the subject matter expert for assigned surveys.
- Handle incoming hotline and mailbox enquiries to resolve respondents' issues if needed.
- Ensure survey data are accurately keyed into the system via audits.
- Handle escalations/complaints cases via service recovery calls.
- Assist Quality Service Manager in escalations/complaints via incident reporting, findings, and future preventive measures.
- Conduct field visits with junior team members for survey collection.
- Conduct call audits to ensure compliance to call scripts, professionalism, and service excellence.
- Continuous improvement in standards and quality of the team via coaching efforts.
- Goals setting and conducting year-end appraisals.
Requirements
- Minimum Diploma or equivalent.
- Equipped with work experience in survey operations, sales, or customer service role.
- Possessed at least 2-3 years' experience in supervisory position.
- Able to handle escalations and complaints proficiently to de-escalate these cases.
- Proficient in Microsoft Excel, PowerPoint, Word, and internet usage.
- Able to communicate effectively with internal and external stakeholders.
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