Sr Executive, Customer Svr & Ops Control Centre (Renewable contract)

Comfort Transportation Pte Ltd & CityCab Pte Ltd; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading transportation provider in Singapore is seeking a Team Lead for its Customer Service & Operations Control Centre team. The role involves managing Customer Service Agents, handling escalated issues, and driving operational improvements. Candidates should have at least 3 years of leadership experience in a Contact Centre, a relevant degree, and strong analytical skills. We offer a rewarding work environment with career growth opportunities and benefits including healthcare coverage.

Benefits

Healthcare coverage

Wellness initiatives

Career growth opportunities

Qualifications

• At least 3 years of experience in a Contact Centre leadership position.
• Proven track record of leadership and operational management.
• Excellent communication, interpersonal, and conflict resolution skills.

Responsibilities

• Lead and manage a team of Customer Service Agents to deliver exceptional customer experiences.
• Oversee resource planning and staff management.
• Manage escalation matters, including staff grievances and customer complaints.
• Drive process improvements and identify opportunities for growth.
• Liaise with internal departments to resolve customer issues.

Skills

Leadership

Customer service

Conflict resolution

Analytical skills

Problem-solving

Education

Bachelor's degree or professional degree in a relevant field

Tools

MS Office (Excel, Word, PowerPoint)

Job description

About the role

We're looking for a Team Lead to oversee our Customer Service & Operations Control Centre team, ensuring seamless delivery of customer services.

As a Duty Manager, you'll be responsible for leading a team of Customer Service Agents, managing operational matters, and driving process improvements. You will report to the Head Operations Control Centre and be responsible to the ops matters within your watch.

What you'll be doing

• Lead and manage a team of Customer Service Agents to deliver exceptional customer experiences
• Oversee resource planning, staff management, and development to ensure effective service delivery
• Manage escalation matters, including staff grievances and customer complaints
• Drive process improvements and identify opportunities for growth and development
• Liaise with internal departments and external stakeholders to resolve customer issues and operational matters
• Prepare and submit operational reports, incident reports, and other relevant documentation

What we're looking for

• Bachelor's degree or professional degree in a relevant field
• At least 3 years of experience in a Contact Centre leadership position
• Proven track record of leadership, customer service, and operational management
• Excellent communication, interpersonal, and conflict resolution skills
• Strong analytical and problem-solving skills
• Proficient in MS Office (Excel, Word, PowerPoint) and report writing
• Ability to work 12-hour rotating shifts, including weekends and public holidays

What we offer

At ComfortDelGro Taxi, we are committed to providing our employees with a rewarding and fulfilling work environment. We offer opportunities for career growth and development, and a range of benefits, including healthcare coverage and wellness initiatives.

Join our team and be part of a dynamic organization that is dedicated to delivering exceptional transportation services to our customers.