Survey Experience Manager

1 week ago


Central Singapore PERSOLKELLY Full time

**Responsibilities:
- Report to the Survey Experience Manager (Quality and Inbound)
- Drive customer experience through execution efficiency and behavioural changes across customer experience team
- Ensure that team KPIs and service levels are met consistently
- Train, encourage, and guide the team to achieve the expected behavioural and efficiency standards to create a culture of service excellence
- Drive and manage customer experience center initiatives including call audits
- Effectively implement SERVICE deliverables within the call centre
- Assist the Survey Experience Manager to achieve operational objectives by providing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change.
- Assist the Survey Experience Manager to develop project plans that identify resource and budgetary needs
- Provide feedback, advice, project updates and encouragement to supervisors and team members
- Manage deadlines and push the supervisors and team members to ensure timeliness of deliverables
- Assist the Survey Experience Manager to evaluate the progress of project on regular basis

***:
**PERSOLKELLY Singapore Pte Ltd - RCB No. 200007268E - EA License No. 01C4394**
**R1766716 (Ng Yi Ling)



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