Survey Operations Manager

1 week ago


Singapore PERSOLKELLY SINGAPORE PTE. LTD. Full time

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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