Manager / Senior Manager (Outram Park)

Seacare Manpower Services Pte Ltd| Date Posted: 10-Sep-2020
EA Licence No: 95C4455|EA Personal Registration No: R1761367
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Job Nature:
Contract
Position Level:
Manager, Senior Manager
Job Category:
Qualification:
Bachelor's / Honours

Job Description

Preparation Stage (from now – Sep 2020)

•    Work with the various internal stakeholders (programme owners) on the development 

 

Organise Kick off meeting with awarded contractor
o    Keep contractor informed of essential information e.g. dates of soft and full launch, processes etc
o    Liaise with contractor on a schedule timeline for all milestones
o    Discuss on the expected time frame for each milestone.
o    Share the reports required and ensure that proposed format by contractor aligns with guidelines
o    To coordinate with contractor to do necessary patching to the hotline number

•    Follow up from Kick off meeting from contractor

 

To organise audit calibration meet up with contractor’s service quality in-charge/team to do the following:
o    Run through guidelines and expectations
o    Guide them on knowledge base and how to use it effectively.
o    Share current audit framework
o    Firm up monthly meetings for audit calibrations and what is expected during those calibrations.

 

Training Session for content
o    Preparation of training resources
o    Work with contractor on the training of their agents on customer service roles and the respective programmes
o    Plan and implement scenario based training for more effective learning outcomes
o    Plan and implement written assessment/quiz at the end to test the competency.

 

Training Session for ticketing tool and required systems
o    As the contact centre will be using a different ticketing tool, training needs to be conducted on how to use it
o    Contractor to share the details required for application of accounts
o    Contractor and System owner to finalise the workflow and required for such account creation in future.

•    Follow up meeting with contractor to ensure that they are operationally ready to handle Lion programme on the agreed schedule

Implementation Stage (Oct 2020 to Mar 2022)

•    Soft Launch (Oct-Nov 2020)
o    Contact centre to start answering calls for a short period of time
o    Plan and coordinate audit of the services
o    Share audit findings with stakeholders and discuss the gaps and resolutions
o    Monitor traffic from knowledge base and monitor the tagging and input of queries from ticketing tool
o    Liaise with contractor on daily reports

 

Arrange for follow up meeting with contractor and partner to finalise gaps and discuss matters before full launch

•    Full launch (from early Nov 2020)
o    Contact centre to manage all calls at the designated operating hours of contact centre
o    Ensure case resolutions
o    Set up joint dashboard with partner and their assigned vendor
o    Continue with audit of the services
o    Share audit findings with stakeholders
o    Prepare weekly reports, discuss gaps and recommend as well as implement resolutions
o    Monitor traffic from knowledge base and monitor the tagging and input of queries from ticketing tool
o    Liaise with contractor on daily reports
o    Weekly operations review, alignment and resolution meetings with partner
o    Update senior management on a regular basis

 

Coordinate weekly operational meeting
o    For contractor to align in inbound volume, types of queries, complaints, service quality and other ad hoc matters
o    To discuss important cases, trends of inbound data and queries, aging reports and manage knowledge gap for content
o    To discuss and align on rules and policies for the resolution of complex cases that have no pre-established rules

•    Monitor the operational reports and KPI achievements provided by contractor on a weekly basis 
•    Organise monthly audit calibration with contractor to manage the service provision for the project
 

Job Requirements:

 

  • Minimum Degree
  • Must have relevant call centre background/experience
  • Good written and verbal communication skills
  • Proficient in Microsoft Office
  • Singaporean only


Interested applicants, please visit www.seacaremanpower.com to apply. We regret to inform that only shortlisted candidates will be notified.


Benefits:

- Attractive salary
- Comprehensive medical benefits
- Leave benefits
- Training and Professional Development

 

Additional Information:
- Work location: Outram Park 
- Contract duration: 2 years contract
- Working days: Monday to Friday
- Working hours: 8.30am to 6pm
 

Company Overview
Seacare Manpower Services Pte Ltd