Head of Service Excellence

2 weeks ago

Singapore TELE-CENTRE SERVICES PTE LTD Full time

**Job Description**:

- Set the strategy for the development of the contact centres, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.
- Review centre-wide service quality standards and benckmark against industry standards to ensure competitiveness.
- Conduct root cause analysis and make recommendations to improve service quality of operations.
- Conduct learning needs' analysis and plan staff training to improve service quality as needed.
- Conduct operational reviews, team meetings and spearhead innovation ideas and initiatives that will enhance service experience and improve operational efficiency.
- Manage and implement projects/events on service quality improvements and awareness programmes, not limited to staff training, recognition programmes and team bonding activities.
- Manage and oversee the relevance and effectiveness of the Learning Managament System.
- Manage the Customer Feedback Management database and ensure service quality feedbacks are documented for service recovery efforts and improvement plans.
- Develop and conduct effective customer service training/ product training.
- Develop and review annual training plan.
- Set the strategy for the development of the contact centres, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.
- Manage the company's ISO Quality Management System including documentation and audits.

**Job Requirements**:

- At least 5 Year(s) of working experience in the related field and in a contact centre environment is required for this position.
- Ability to work with mínimal supervision in a fast-paced environment.
- Preferably Manager specialized in Quality Control/Assurance or equivalent.
- Required Skill(s): Customer Experience, Service Quality, Change Management, Root Cause Analysis, ISO Audit, TQM, Team Management and Project Management

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