Location: East

Salary: Up to $4.2K

Job Scope:

• Lead and supervise the call center team to ensure they meet the company’s customer service standards.
• Resolving escalated customer complaints and issues in a professional manner
• Resolve complicated customer complaints or disputes that team cannot handle in a professional manner
• Provide training, feedback and coaching for call center representatives and deal with escalated customer issues.
• Conduct regular reviews of employee performance and manage any disciplinary issues
• Assisting in the development and implementation of policies and procedures
• Managing staff scheduling to ensure adequate coverage during operating hours (all 3 shifts).
• Collaborating with management on staff hiring, training, and performance evaluations
• Conduct regular audits to ensure the call center is functioning well and meeting all compliance standards.
• Reporting on performance metrics and implementing strategies to improve KPIs
• Analyze data and statistics from call center operations and use them to improve performance and processes.
• Maintaining a high level of knowledge about products or services offered
• Ensure compliance with data privacy regulations and best practices.
• Ensure all equipment status are properly recorded and updated.

Job Requirements:

• Min. Diploma in any field
• Min. 2-3 years experience in call centre with supervisor experience

For interested applicants, please send your updated resume to: melissa@recruitexpress.com.sg
All candidates’ information will be treated with the strictest confidence
Melissa Zhang Zhiqi (Mezzo)
R2197564
Recruit Express Pte Ltd
99C4599