Operations Executive

14 hours ago

Changi, Singapore Agape Connecting People Pte Ltd Full time

Oversee the day-to-day contact centre operations and maintenance to ensure Service Level as well as relevant Key Performance Indicators are met.
- Manage resource planning, forecasting and scheduling to drive optimum productivity and utilization.
- Analyze data and prepare daily, weekly and monthly reports for clients and senior management.
- Handle customer escalations in an efficient, timely and effective manner providing excellent customer service experience.
- Manage and drive CSO performance by providing product and process briefings, regular coaching sessions, refresher trainings and other performance-improvement activities.
- Perform quality audits, calibrations, coaching sessions, reports, data analytics as well as assist the Quality Manager in creating quality scorecards and other adhoc quality activities.
- Perform ad-hoc tasks and responsibilities assigned by Quality Assurance Manager and/or Operations from time to time.

**Salary**: $2,100.00 - $3,000.00 per month

Schedule:

- Day shift
- Holidays
- Late shift
- Monday to Friday
- Weekend availability

**Education**:

- Local Polytechnic Diploma (preferred)

**Experience**:

- Call center: 2 years (required)

Work Location: One location

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