Job Description

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Responsibilities

• Assist Customer Service Manager in managing and driving the outsourced call centre in delivering high quality service to customers
• Assist Customer Service Manager in managing and monitoring call centre performance to ensure that Key Performance Indicators and Service Level Agreement are met, including validation of call centre reports.
• Monitor and manage the call centres quality of replies and work with vendor to implement quality improvement initiatives.
• Conduct independent audit on call centre, work with call centre vendor in identifying process/knowledge gap and institute improvement action plans.
• Implement, review and streamline work processes, SOPs and procedures to improve efficiency and quality of service.
• Monitor and analyze customer interactions. Perform data analysis on call drivers and interaction analytics on customer interactions, transactions, feedback to better understand customer sentiments, enhance customer experience and optimize call centre efficiency.
• Communicate and train call centre on new business initiatives, systems, policies and processes.
• Perform other duties assigned by supervisors.

Requirements

• Possess at least diploma with at least 2 years of experience in call centre environment
• Strong communication skills, both written and oral.
• Good interpersonal skills, able to work independently as well as in a team
• Proficient in Microsoft Excel and candidate with data analytical skills will have an advantage.
• Job Reference: QV8Y3XRR\xef\xbb\xbf

All Successful candidates can expect a very competitive remuneration package and a comprehensive range of benefits.

Kindly email your resume in a detailed Word format to

We regret that only shortlisted candidates will be notified

People Profilers Pte Ltd

Tel: 6950 9754

EA Registration Number: R22110899

EA License number: 02C4944

EA Personnel: Celeste Wong Xin Yann

People Profilers