Manager (Digital Contact Centre)

4 weeks ago

Singapur, Singapore SP Group Full time

SP Group is a leading utilities group in the Asia Pacific, empowering the future of energy with low-carbon, smart energy solutions for its customers. It owns and operates electricity and gas transmission and distribution businesses in Singapore and Australia, and sustainable energy solutions in Singapore and China. We believe in investing in our people, to help them achieve their career aspirations. With a strong culture based on commitment, integrity, passion and teamwork, we provide a conducive environment for our people to succeed.

We are looking out for self-motivated, dynamic and talented individuals to join our growing team. If you are keen to uphold world-class grid reliability and drive a sustainable future for all, join us and make your mark in the energy industry today

What you'll do:

Manage and supervise team of call / chat agents and provide leadership and mentoring Ensure that the monthly KPIs are met Monitors and measures service metrics and call volume to develop standards, improvements, and resource allocation. Overseas the creation and implementation of efficient and balanced workflows that maximise efficiency and produce high levels of service quality and customer satisfaction Provides inputs to strategic decisions that impact the functional area of responsibility. Capable of handling and resolving escalated issues and complaints arising from operations and requiring coordination with other departments. Provides mentoring and leadership to team of agents Execute quality monitoring requirements that deliver intent and customer satisfaction goals Any other tasks that may be assigned from time to time

What you'll need:

At least 5 years of experience in contact centre or similar environment At least 3 years of managerial or supervisory experience Good people management skills and able to work under pressure Familiar with customer service metrics and strong customer - fronting and communication skill Knowledge in CRM and telephony systems Ability to work independently while being a cohesive team member Excellent leadership and interpersonal skills Change management and stakeholder management

#LI-DNI

Please click on the blue 'Apply' button at the top right hand side corner of this screen, if you are keen to apply for this job.

Thank you for your interest in SP Group. You will be contacted if you are shortlisted for an interview.

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