Manager/ Asst Director- Call Centre Management-(Contract)

Location Singapore
Discipline Call Centre & Customer Service
Job Reference BBBH91681_1596813790
Salary S$5000 - S$8500 per annum
Consultant Email david.lerh@manpower.com.sg
EA License No. 02C3423
  • Salary up to $8500 - On contract basis
  • Fast response due to urgent on-going projects
  • Opportunity to make a difference in the current fight against Covid19

Responsibilities

  • To review inbound volume, types of queries, complaints, service quality and other ad hoc matters
  • Contact centre to manage all inbound cases at the designated operating hours of contact centre
  • Ensure case resolutions
  • Continue with audit of the services
  • Share audit findings with stakeholders
  • Prepare weekly reports, discuss gaps, and recommend as well as implement resolutions
  • Monitor traffic from knowledge base and monitor the tagging and input of queries from ticketing tool
  • To discuss important cases, trends of inbound data and queries, aging reports and manage knowledge gap for content
  • To discuss and align on rules and policies for the resolution of complex cases that have no pre-established rules
  • Monitor the operational reports provided by contractor on a weekly basis and ensure that they are meeting SLA
  • Organise monthly audit calibration with contractor to manage the service provision for the project.
  • Interfacing with the various internal and external stakeholders

Requirements

  • Min 6-10 years of relevant experiences
  • Able to handle tight deadlines in a highly stressful environment

Interested Applicants Please send your updated resume to David.lerh@manpower.com.sg

We regret to inform that only shortlisted candidates will be contacted, sorry for the inconvenience caused.

Lerh Chun Yong, David EA License No.: 02C3423 Personnel Registration No.: R1769977

Please note that your response to this advertisement and communications with us pursuant to this advertisement will constitute informed consent to the collection, use and/or disclosure of personal data by ManpowerGroup Singapore for the purpose of carrying out its business, in compliance with the relevant provisions of the Personal Data Protection Act 2012. To learn more about ManpowerGroup's Global Privacy Policy, please visit https://www.manpower.com.sg/privacy-policy