Job Description

Job Purpose

This role will be reporting to Manager, Operations Control Centre. The prospect will be required to oversee and ensure that daily operations run smoothly and efficiently. On top of that, to make sure department objectives, Internal and External Key Performance Indicators (LTA\'s QoS standards) are achieved.

Responsibilities

Efficient Management
1. Monitor various communication platforms, ie WhatsApp, Microsoft Teams, Emails are responded timely.
2. Must possess a high degree of interpersonal competence and listening skills to manage and supervise people.
3. Display unfailing, exceptional communication and interpersonal skills with managers, peers, and subordinates.
4. Supervision the activities of staff which will include, but not limited to selection, training, motivation, counselling, evaluation, setting goals and discipline.
5. Provide leadership, while coaching team members to improve skills and general development to meet departmental and specific individual objectives duties and responsibilities.
6. Reviewing existing process using statistics data to evaluate if manual process can be automated to maximize staff\'s productivity and work efficiency.
7. Streamline to derive effective and efficient improvements for manpower deployments
8. To keep abreast on new product knowledge ie new schemes, new clients, new processes etc and ensure information or updates are cascaded downwards to the team in a timely and effective manner
9. To assist Manager with the annual workplans, planning of departmental activities and monthly submission of reports and other relevant statistics (eg: MMR, LTA, Booking Reports etc)

Quality & Productivity Management
1. Proactive in analyzing staff performance and recommend action plans when staff KPIs are not met
2. To identify service and process gaps and strive for continuous improvement through appropriate system enhancement.
3. To organize regular briefing or brainstorming sessions among the staffs and supervisors to understand possible way to optimize current issues/problems.
4. To monitor and ensure staffs adhere and comply strictly to all department SOPs and Work Procedures.
5. Ensure fortnightly or monthly engagements are conducted with every individual staff and staff acknowledges the performance / gaps for improvements
6. Maintain training records and learning hours are tabulated promptly
7. Ensure appropriate training needs are identified and staff is trained to achieve quality and productivity KP!s
8. Ensure timely submission of incentives, overtime claims, shift allowances and shift schedule updates in SAP / HR Portal

Qualifications & Work Experience

• GCE \'\'A\' level / Diploma / Degree
• Able to converse fluently in English and Mandarin / Malay
• At least with 3 to 5 years of customer service experience / contact center experience

Skills

Technical skills include:

• Good typing speed
• Able to toggle effectively over multiple communication channels
• IT savvy
• Good knowledge of Contact Centre operations

Generic skills include:

• Excellent multitasking skills
• Team player
• Good analytical skills

Leading Mobility Solutions & Services Provider

Strides Mobility is your leading mobility solutions and services provider. With close to 40 years of industry experience, operating and maintaining a wide and diverse fleet, we connect customers, drivers and vehicles to deliver technology-enabled solutions that are safe, reliable, inclusive and sustainable.

About SMRT Corporation

SMRT Corporation Ltd (SMRT) is a public transport services provider. Our primary business is to manage and operate train services on the North-South Line, the East-West Line, the Circle Line, the new Thomson East-Coast Line and the Bukit Panjang Light Rail Transit. This is complemented by our bus, taxi and private hire vehicle services.

An exciting and rewarding career is waiting for you at SMRT. Join us and embark on a journey that matters. You Matter \xe2\x80\x93 we take care of you and your well-being. Your Work Matters \xe2\x80\x93 your ideas and contributions work towards building the future of our transport system and create positive impacts to the community. Your Development Matters \xe2\x80\x93 we offer diverse careers and learning opportunities for our people to grow you to the fullest of your potential.

Come onboard the SMRT journey today.

Vision
Moving People. Enhancing Lifestyles

Core Values
Respect, Integrity, Service & Safety, Excellence

SMRT Corporation