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Service Excellence Manager
3 weeks ago
Job Title:
- Senior Operations Manager
We are seeking a seasoned operations manager to oversee our contact centre services. The ideal candidate will have a proven track record of managing high-performing teams, ensuring excellent customer service, and driving business growth.
Key Responsibilities- Team Leadership: Manage a team of contact centre professionals, providing coaching, mentoring, and performance feedback to ensure exceptional customer experiences.
- Auditing and Quality Control: Conduct regular audits of team calls to ensure adherence to guidelines and service level agreements.
- Customer Case Management: Coordinate with stakeholders to handle and resolve customer cases, requests, and enquiries in a timely and professional manner.
- Process Improvement: Evaluate issues, needs, and insights, and implement process improvements to enhance efficiency and effectiveness.
- Communication and Reporting: Ensure prompt communication with stakeholders, including shift updates on service levels and key performance indicators.
To be successful in this role, you will need:
- A minimum of three years of relevant experience in handling contact centre cases in a call centre or service industry environment.
- Proven experience in managing teams, including monitoring performance, coaching, and providing feedback to improve service standards.
- Familiarity with government services and procedures is highly advantageous.
- Excellent problem-solving and decision-making skills to handle escalated customer enquiries and complaints effectively.
- Strong leadership and interpersonal skills to motivate and manage a team to achieve service excellence.
- Excellent communication skills, both written and verbal.
Prior experience in customer service, leadership, or sales would be an asset, as would fluency in multiple languages (Mandarin, Malay, Cantonese).
