Survey Experience Supervisor

PERSOL SINGAPORE PTE. LTD.; Singapore; On-site; SGD 41,000 - 49,000; Full time

Job summary

PERSOL SINGAPORE PTE. LTD. is seeking a Survey Experience Supervisor for its Novena office. This yearly-renewable contract role involves coordinating survey operations and leading a team to meet service levels and KPIs.

The role requires a Diploma in Business/Marketing or related field, 1–2 years of call-centre leadership, strong communication, and data-entry proficiency. Weekend work may be required; confidentiality is essential.

Qualifications

• Diploma in Business, Marketing or related field.
• 1–2 years of leadership experience in a call centre.
• Strong communication and interpersonal skills.
• Ability to work independently and manage time effectively.
• Proficient in MS Office (Excel, Word) and data entry tools.
• Weekend availability as required by project schedules.
• High attention to detail and confidentiality.

Responsibilities

• Support Project Manager in attaining goals of assigned surveys.
• Lead a team to meet service levels and timelines.
• Ensure daily KPIs are achieved.
• Serve as SME for assigned surveys.
• Handle hotline and mailbox enquiries.
• Audit data entry for accuracy in the system.
• Manage escalations/complaints via service recovery calls.
• Assist Quality Service Manager with escalations and incident reporting.
• Conduct field visits with junior team members.
• Conduct call audits for scripts and professionalism.
• Coach team for continuous improvement in standards and quality.
• Set goals and conduct year-end appraisals.
• Perform ad-hoc duties as assigned.

Skills

Leadership experience

Communication

Time management

Education

Diploma in Business/Marketing or related field

Tools

MS Office

Data entry tools

Job description

Survey ExperienceSupervisor

Office: Novena

Contract duration: Yearly renewable

Salary: Up to $4,000

Working days/hours:5 days work week, shift hours.

• Support Project Manager in attaining holistic objectives of the assigned surveys.
• Lead ateam to achieve service levels for assigned surveys within timeline.
• Ensuring theteam attains their daily Key Performance Indicators (KPIs).
• To be the subject matter expert for assigned surveys.
• Handle incoming hotline and mailbox enquiries to resolve respondents' issues if needed.
• Ensure survey data are accurately keyed into the system via audits.
• Handle escalations/complaints cases via service recovery calls.
• Assist Quality Service Manager in escalations/complaints via incident reporting, findings, and future preventive measures.
• Conduct field visits with juniorteam members for survey collection.
• Conduct call audits to ensure compliance to call scripts, professionalism, and service excellence.
• Continuous improvement in standards and quality of theteam via coaching efforts.
• Goals setting and conducting year-end appraisals.
• Any other ad-hoc duties as assigned.

Requirements

• Singaporean
• Minimum Diploma qualification in Business, Marketing, or related field.
• At least 1-2 years of leadership experience for a call centre.
• Strong communication and interpersonal skills.
• Ability to work independently and manage time effectively.
• Proficiency in MS Office (Excel, Word) and basic data entry tools.
• Availability to work on weekends as required by project schedules.
• High attention to detail and ability to maintain confidentiality.