Evening Call Centre Operations Lead

recruit express pte ltd

Singapore

On-site

SGD 39,000 - 73,000

Full time

7 days ago

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Job summary

Recruit Express Pte Ltd in Singapore is seeking a proactive Operations Associate to support daily channel operations, ensure smooth handling of inquiries, escalations, and issue resolutions, and serve as the first point of contact for channel-related issues.

You will develop responses for clearance with ServiceSG’s Service Transformation & Planning Team, troubleshoot operational problems, maintain a knowledge base, collaborate with QA to drive process improvements, and coordinate with

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 with ServiceSG’s Service Transformation & Planning Team.
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.