Operations Executive

• Alternate 5 - 5.5 day work week
• Monday to Friday 8.30am - 5.30pm or 9.30am to 6.30pm
• Saturday : 8.30am to 1pm
• Nearest MRT - Tampines East
• Medical Benefit

Job scope:

• Oversee the day-to-day contact centre operations and maintenance to ensure Service Level as well as relevant Key Performance Indicators are met.
• Manage resource planning, forecasting and scheduling to drive optimum productivity and utilization.
• Analyze data and prepare daily, weekly and monthly reports for clients and senior management.
• Handle customer escalations in an efficient, timely and effective manner providing excellent customer service experience.
• Manage and drive CSO performance by providing product and process briefings, regular coaching sessions, refresher trainings and other performance-improvement activities.
• Perform quality audits, calibrations, coaching sessions, reports, data analytics as well as assist the Quality Manager in creating quality scorecards and other adhoc quality activities.
• Perform ad-hoc tasks and responsibilities assigned by Quality Assurance Manager and/or Operations from time to time.

Requirements:

• Preferably with 1-2 year call centre experience.
• IT savvy
• Lead a team of Call Centre Agents
• Experience in managing 30-50 seaters of Call Centre agents
• Diploma holder in any disciplinary
• Great interpersonal, oral, and written communication skills
• Excellent time management and able to multi-task effectively
• Mature, meticulous, resourceful, organized and able to work independently and collectively
• Positive, solution-oriented attitude
• Proficient in the use of Microsoft Office applications such as Microsoft Word, Excel.