Operations Executive - Contact Centre

AGAPE CP HOLDINGS PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading contact centre firm based in Singapore is seeking a skilled professional to oversee operations and manage performance metrics. The role involves data analysis, resource planning, and ensuring excellent customer service. Preference will be given to female candidates due to the nature of the call centre. Join us to drive performance and improve customer experiences in a dynamic environment.

Qualifications

• 5.25 days work-week.
• Preference for female candidates due to the nature of the call centre.

Responsibilities

• Oversee day-to-day contact centre operations and ensure Service Level and Key Performance Indicators are met.
• Manage resource planning, forecasting, and scheduling.
• Analyze data and prepare reports for clients and management.
• Handle customer escalations efficiently and effectively.
• Drive CSO performance through training and coaching.
• Perform quality audits and assist the Quality Manager.

Job description

• 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

• 5.25 days work-week
• Due to the nature of the call centre, female candidate is preferred

Location

Upper Changi