Ops Team Lead
2 weeks ago
PRISM+ is the largest Singaporean direct-to-consumer smart home appliances brand. Our mission is to offer cutting-edge products to the masses at affordable prices. We are a rapidly growing, ever-evolving organization, and we are seeking new teammates to join us on our exciting journey.
We are looking for an Operations Team Lead, who will be in charge of Operational Success in maintaining quality/compliance of technicians & Agent Management. This works parallel to what the Other team lead will do which is Demand & Capacity Management, Data analysis, Logistical solutions and solution implementation for operational success.
**Key Responsibiities**:
- Lead and Manage Team of AC Technicians & In-house Agents to achieve operational success
- Ensure Teams are delivering excellent Operational Standards for both experience and quality that is set out.
- Develop and run projects to solve business operational problems structurally.
- Workload Management for the team to ensure completion of projects in a timely manner.
- Create & Maintain Reports for Overall team performance
- Analyze data in order to highlight trends
- Handle and resolve high-level Customer related complaints.
- Handle other operational duties as per team requirement.
- Asset & Logistical management
**Requirements**:
- Relevant experience up to 2 years in People management preferably in call center setting and/or handling blue collar workers.
- Strong analytical and problem-solving skills; experience with Excel, or any analytical tools is helpful
- Passionate about deep-diving into problems and driving changes in a fast-paced environment
- Keen learning attitude, not afraid of trying and implementing changes
- Excellent communication and interpersonal skills, with the ability to build strong relationships with internal stakeholders
- Good project management skills, including the ability to manage multiple projects simultaneously
- Understanding of topics such as CSAT, NPS (Net Promoter Score), or other user experience metrics is a big plus
- Proactive & Independent - you should thrive in being given freedom to explore & ultimately
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