Assistant Manager

2 days ago

Clementi, Singapore CrimsonLogic Full time

**Job Purpose**

Lead and manage a team of Customer Service Officers (Service Desk Agents) to deliver consistent and excellent services leading to delightful Customer Experience outcomes.

To front, manage and work with external and internal stakeholders on Call Centre/Service Desk operational matters/ highlight issues and challenges for the projects assigned.

**Job Responsibilities & Duties**
- Lead a team of Customer Service Officers (Service Desk Agents), coach, develop and counsel staff to build a performing team
- Ensure the effective and timely management and resolution of customer issues, while leading improvement initiatives for operational processes, and staff competencies to enhance the customer experience
- Supervision of the day-to-day Call Centre/Service Desk operations; to ensure all calls are attended to promptly with consistent quality and in accordance to define performance standard
- Auditing and coaching staff on their tasks with particular emphasis on correct usage of tools, systems and adherence to processes, and accuracy of information provided to customers
- Manage and handle customer complaints; escalate to Management as necessary
- Review call centre metrics / statistics for analysis; for management reporting as well as to take appropriate measures for operational improvement
- To front, manage and work with external and internal stakeholders on Call Centre/Service Desk operational matters/highlight issues and challenges for the projects assigned.
- Conduct presentation to Customers on Monthly or Periodic (e.g. Half Yearly) Performance Reports
- Prepare Monthly Reports, Incident Reports, Analysis Reports for timely submissions (as required)
- Review and upkeep support information, documentations to ensure it is kept current and accurate
- Ability to train and/or lead the Seniors in the team in providing training internally. This includes developing, planning and coordinating the training/briefing sessions, as well as training methodology used.
- Champion in supporting Call centre/Service Desk audits (internal and external)
- Perform other Call Centre duties at Department level as assigned
**Job Requirements**
- Diploma in IT or Business or related discipline
- Minimum 6 years of experience in supervising a small team (approximately 10 Staff)
- Minimum 8 years of Call Centre experience

**Job Types**: Full-time, Permanent

**Salary**: $5,500.00 - $8,000.00 per month

**Benefits**:

- Employee discount
- Health insurance
- Parental leave
- Professional development
- Work from home
Schedule:

- Monday to Friday
Supplemental Pay:

- 13th month salary
- Performance bonus
- Yearly bonus
COVID-19 considerations:
Virtual interviews due to Covid-19.

**Experience**:

- Call center: 1 year (preferred)

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