105

Government jobs in United Kingdom

Call Centre Team Lead (Government Project) #EEF

RECRUIT EXPRESS PTE LTD

Singapore
On-site
SGD 60,000 - 80,000
Yesterday
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Fitness Instructor [School/Government Agencies/Corporate Companies Project | Islandwide | Up to[...]

THE SUPREME HR ADVISORY PTE. LTD.

Singapore
On-site
SGD 20,000 - 60,000
2 days ago
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1 Year Call Center Officers (Government Project) #EEF

RECRUIT EXPRESS PTE LTD

Singapore
On-site
SGD 80,000 - 100,000
3 days ago
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T&T Senior Consultant - Operations, Industry & Domain Solutions - Government & Public Services - SG

Deloitte PLT

Singapore
On-site
SGD 70,000 - 100,000
3 days ago
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Class 4 Driver / Aircraft Fuel Technician (Government Project)

-

Singapore
On-site
SGD 60,000 - 80,000
3 days ago
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Registered Senior Fire Safety Manager (Government Sector)

MCI CAREER SERVICES PTE. LTD.

Singapore
On-site
SGD 60,000 - 80,000
4 days ago
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Temp Admin Assistant (Government)

ScienTec Consulting Pte Ltd

Singapore
On-site
SGD 20,000 - 60,000
4 days ago
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Class 4 Driver / Aircraft Fuel Technician (Government Project)

Corestaff Pte Ltd

Singapore
On-site
SGD 60,000 - 80,000
4 days ago
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Product Manager (Government Sector)

SCIENTEC CONSULTING PTE. LTD.

Singapore
On-site
SGD 60,000 - 80,000
5 days ago
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Senior FSM (Government)

MCI Career Services Pte Ltd

Singapore
On-site
SGD 20,000 - 60,000
5 days ago
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1 year call centre officer (Government Projects) #EAT

RECRUIT EXPRESS PTE LTD

Singapore
On-site
SGD 80,000 - 100,000
5 days ago
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Business Analyst (Agile / Government Project)

SCIENTEC CONSULTING PTE. LTD.

Singapore
On-site
SGD 60,000 - 80,000
5 days ago
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Compliance Project Engineer - Government Sector | 2 Year Contract

BGC GROUP PTE. LTD.

Singapore
On-site
SGD 80,000 - 100,000
6 days ago
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Director (Government Projects)

CHANDLER INSTITUTE OF GOVERNANCE PTE. LIMITED

Singapore
On-site
SGD 100,000 - 125,000
6 days ago
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IT Project Officer (Cloud Project/ Government Sector)

SCIENTEC CONSULTING PTE. LTD.

Singapore
On-site
SGD 60,000 - 80,000
6 days ago
Be an early applicant

Director (Government Projects)

CHANDLER INSTITUTE OF GOVERNANCE PTE. LIMITED

Singapore
On-site
SGD 120,000 - 150,000
9 days ago

Admin, Records Management (Government)

CGP Personnel

Singapore
On-site
SGD 20,000 - 60,000
9 days ago

1 Year Call Centre Officers (Government Project) $2600 #ECT

RECRUIT EXPRESS PTE LTD

Singapore
On-site
SGD 80,000 - 100,000
9 days ago

1 Year Call Centre Officers (Government Project) $2600 #ECT

RECRUIT EXPRESS PTE LTD

Singapore
On-site
SGD 30,000 - 40,000
9 days ago

Class 4 Driver / Aircraft Fuel Technician (Government Project)

CORESTAFF PTE. LTD.

Singapore
On-site
SGD 60,000 - 80,000
10 days ago

Admin, Government Land Sales (Data Entry/Verification/Retrieval)

CGP Personnel

Singapore
On-site
SGD 20,000 - 60,000
12 days ago

Website and Digital Content Design Assistant for AI/Tech Event (Government)

Cornerstone Global Partners

Singapore
On-site
SGD 20,000 - 60,000
12 days ago

Pharmacy Assistant (Office Hours, 5 day, Healthcare / Medical Government Organization, Training[...]

Recruit Express Pte Ltd.

Singapore
On-site
SGD 20,000 - 60,000
12 days ago

Human Resources Director (Government-Linked)

WINDSOR CONSULTING PTE. LTD.

Singapore
On-site
SGD 150,000 - 200,000
12 days ago

Accountant (Government / Healthcare / 5 Days / Office Hours) #HJG

Private Advertiser

Singapore
On-site
SGD 36,000 - 60,000
13 days ago

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Call Centre Team Lead (Government Project) #EEF
RECRUIT EXPRESS PTE LTD
Singapore
On-site
SGD 60,000 - 80,000
Full time
2 days ago
Be an early applicant

Job summary

A recruitment agency is seeking a candidate to oversee staffing and leave management, conduct performance management, and ensure service outcomes are met. The role includes managing escalations, coordinating shifts, auditing calls, and collaborating with stakeholders. Strong knowledge of NEA policies is essential. This position is based in Singapore.

Responsibilities

  • Oversee staffing needs and manage leave requests effectively.
  • Conduct monthly coaching and mentoring sessions to enhance staff performance.
  • Ensure that service outcomes and KPIs are consistently met.
  • Monitor the call management system, including retrieval and investigation of call recordings.
  • Handle first and second level escalation cases through designated email channels.
  • Act as a point of contact for escalations and provide support as needed.
  • Provide regular updates on service levels and manage meal break arrangements.
  • Utilize strong knowledge of NEA policies to enhance service delivery.
  • Conduct monthly audits of team calls in line with guidelines.
  • Collaborate with business units and stakeholders to address inquiries.
  • Proactively elevate issues, needs, and insights to management.
  • Ensure timely printing and mailing of materials according to SOP.
  • Monitor case management within the CRM system and provide coaching.
  • Conduct testing of systems to ensure optimal performance.
  • Periodically review past calls to draw insights and improve service delivery.
Job description
Responsibilities
  • Staffing and Leave Management: Oversee staffing needs and manage leave requests effectively.
  • Performance Management: Conduct monthly coaching and mentoring sessions to enhance staff performance.
  • Service Outcome and KPI Oversight: Ensure that service outcomes and key performance indicators (KPIs) are consistently met.
  • Call Management: Monitor the call management system, including retrieval and investigation of call recordings.
  • Escalation Management: Handle first and second level escalation cases through designated email channels and the Clear Call Team Inbox.
  • Frontline Support: Act as a point of contact for escalations and provide support through the Control Tower and the Quality Service Manager Hotline.
  • Shift Coordination: Provide regular updates on service levels and open cases, while managing meal break arrangements and ensuring staff are placed on rotating shifts, including weekends and public holidays.
  • Policy Knowledge: Utilize strong knowledge of NEA policies and processes to enhance service delivery.
  • Auditing and Compliance: Conduct monthly audits of team calls in line with established guidelines and service level agreements (SLAs).
  • Stakeholder Coordination: Collaborate with business units and stakeholders to address and resolve cases, requests, or inquiries.
  • Issue Escalation: Proactively elevate issues, needs, and insights to management as necessary.
  • Collateral Management: Ensure timely printing and mailing of materials and sending of daily SMS in accordance with standard operating procedures (SOP).
  • CRM Case Management: Monitor case management within the CRM system, retrieve call recordings, and provide coaching as needed.
  • Testing and Quality Assurance: Conduct testing of systems, hardware, hotlines, and recording functionalities to ensure optimal performance.
  • Insights Review: Periodically review past calls to draw insights and improve service delivery.
Contact

Elsa Fontanne (CEI No. R24124496)

Recruitment Consultant

Email Address: elsa@recruitexpress.com.sg

WhatsApp: 82653532

Telegram: @Elsa_Fontanne

Recruit Express Pte Ltd / EA Licence No: 99C4599

* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.