Call Center Operations Lead - Process & Escalations

RECRUIT EXPRESS PTE LTD; Singapore; Hybrid; SGD 33,000 - 61,000; Full time

Job summary

RECRUIT EXPRESS PTE LTD in Singapore seeks a Channel Operations Executive to support the daily channel operations, ensuring smooth handling of inquiries, escalations and issue resolutions.

You will act as the first contact for channel-related issues, develop clearance responses, troubleshoot problems, maintain a knowledge base, and collaborate with QA and team leads to drive process improvements and reporting.

Responsibilities

• Support the execution of daily channel operations, ensuring smooth handling of inquiries, escalations, and issue resolutions
• Act as the first point of contact for channel-related issues, ensuring timely resolution and escalation when necessary
• Develop responses for clearance
• Troubleshoot operational problems, document cleared responses, and maintain a knowledge base for future reference
• Collaborate with the Quality Assurance Specialist to implement process improvements and support training initiatives
• Provide feedback to the team lead regarding recurring challenges and opportunities for improving processes
• Maintain accurate and up-to-date records of operations activities and provide administrative support to the team
• Communicate and coordinate with internal and external stakeholders to address operational challenges
• Assist in preparing reports and metrics for internal reviews and meetings

Job description

RECRUIT EXPRESS PTE LTD in Singapore seeks a Channel Operations Executive to support the daily channel operations, ensuring smooth handling of inquiries, escalations and issue resolutions.

You will act as the first contact for channel-related issues, develop clearance responses, troubleshoot problems, maintain a knowledge base, and collaborate with QA and team leads to drive process improvements and reporting.