Customer Service Leadership Role

Job Title: Service Delivery Leader

We are seeking a seasoned professional to lead our service delivery team. As a key member of our operations, you will play a vital role in driving excellence and ensuring that our service standards are consistently met.

• Key Responsibilities:
• Staffing and Leave Management: Oversee staffing needs and manage leave requests effectively to ensure seamless service delivery.
• Performance Management: Conduct regular coaching and mentoring sessions to enhance staff performance and productivity.
• Service Outcome and KPI Oversight: Ensure that service outcomes and key performance indicators (KPIs) are consistently met by monitoring and reporting on service levels.
• Call Management: Monitor the call management system to retrieve and investigate call recordings as necessary.
• Escalation Management: Handle first and second level escalation cases through designated email channels and the Clear Call Team Inbox.
• Frontline Support: Provide support to customers via the Control Tower and the Quality Service Manager Hotline.
• Shift Coordination: Manage meal break arrangements and ensure staff are placed on rotating shifts, including weekends and public holidays.
• Policies and Processes: Utilize strong knowledge of policies and processes to enhance service delivery.
• Auditing and Compliance: Conduct regular audits of team calls in line with established guidelines and service level agreements (SLAs).
• Stakeholder Coordination: Collaborate with business units and stakeholders to address and resolve cases, requests, or inquiries.
• Issue Escalation: Proactively escalate issues, needs, and insights to management as necessary.
• Collateral Management: Ensure timely printing and mailing of materials and sending of daily SMS in accordance with standard operating procedures (SOP).
• Crm Case Management: Monitor case management within the CRM system and provide coaching as needed.
• Testing and Quality Assurance: Conduct testing of systems, hardware, hotlines, and recording functionalities to ensure optimal performance.
• Insights Review: Periodically review past calls to draw insights and improve service delivery.

Requirements:

• Qualifications: At least a diploma or has completed and passed the GCE 'A' level with two (2) AO and two (2) A passes with at least two (2) years of supervisory experience in a customer service/contact centre environment.
• Technical Skills: Proficiency in MS Word, MS Excel, and MS PowerPoint.
• Communication Skills: Good verbal and written presentation skills.
• Work Habits: Self-motivated and able to work independently.
• Computer Literacy: Computer literate with good supervisory, communication, interpersonal and management skills.
• Languages: Comfortable communicating in Mandarin as you will need to front escalation/cases predominantly from members of the public.
• Flexibility: Ability to work rotating shifts (including Sat, Sun and Public Holidays) in accordance with Hotline Operating Hours.

About Us:

We are committed to fostering a workplace that celebrates diversity and promotes inclusion for all. We believe that the diverse backgrounds, perspectives, and experiences of our employees are integral to our success. Our inclusive culture is built on the principles of equality, respect, and belonging, where every team member is valued and empowered.

We actively encourage individuals from all walks of life, regardless of age, race, gender, sexual orientation, religion, nationality, disability, or any other characteristic, to apply for positions with us. We are dedicated to providing equal opportunities, removing barriers, and creating an environment where everyone feels they truly belong.

Why Choose Us?

Join a company that values diversity, inclusivity, and employee empowerment. Be part of a dynamic team that strives for excellence in service delivery. Take advantage of opportunities to develop your skills and grow your career.