Executive, Contact Centre
2 weeks ago
You will assist the Manager in managing all aspects of the centre’s daily functions, coordinating and planning of daily activities, and utilization of resources to ensure cost efficiency and effective management of the centre.
**Responsibilities include**
- Oversee the daily operations of the campaign under your charge and ensure consistent delivery of high service standards to our customers
- Planning and implementing strategies, proposals and activities to improve work processes and service quality
- Extract and compile service-related report
- Manage the team of team leaders and call agents under your charge, including:
- Perform quality check on service delivery of agents
- Conduct annual performance appraisal with agents to provide feedback, set expectations and recognise quality performance
- Ensure agents are given appropriate and relevant trainings to stay relevant to their work
- Assist in manpower planning of team, including leave planning
- Be the first point of escalation in handling customers’ feedback and complaints
- Build and maintain effective working relationship with internal and external stakeholders
**Job Requirements**
- Degree in any discipline
- More than 2 years’ relevant experience
- Preferably with experience in staff management and contact centre operations
- Good interpersonal and communication skills
- Ability to communicate fluently in English and a Second Language
- Able to work in a fast paced and dynamic environment
- Willing to work on Saturdays (half day)
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