Customer Service Assistant Manager - 1 year contract

Customer Service Assistant Manager / Manager (Inbound)
Contract Duration: 1 Year Contract, Up $5.5K
Working Hours: 8.30AM - 6.00PM (Mon - Thurs), 8.30AM - 5.30PM (Fri)

Responsibilities:

• Reports to the Project Director supporting in attaining holistic Service Levels for various assigned matrices.
• Manage a team to achieve operational objectives through workforce planning, setting Key Performance Indicators (KPIs),execution, and contingencies.
• Provide strategic plans to synergize inbound calls and escalation management to attain timely and professional deliveries with verbal articulacy.
• Plays a pivotal role to work with the various survey managers to drive quality standards and service excellence throughout inbound and outbound workforce.
• Align objectives and setting expectations with Stakeholders on realistic Service Levels versus call volume, timeframe, and other correlating factors.
• Liaise with business lines and Quality Serviceteam on escalations to support investigations, incident reporting, findings and providing de-escalation solutions.
• Perform service recovery calls as needed for escalation.
• Ensure team is fully utilized during lull period by initiatives to support continuous productivity.
• Timely reporting to management team and stakeholders.
• Conduct coaching and mentoring to the team to improve knowledge, skills, and attitudes.
• Conduct year-end appraisals and identifying talents for retention and recognition with Talent Management team.
• Perform other adhoc duties as assigned.

Job requirements

• At least 3-5 years of leadership experience for a call centre.
• Strong communication and interpersonal skills.
• Ability to work independently and manage time effectively.
• Minimum Degree qualification in Business, Marketing, or related field.
• 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.

Salary range : S$5,500.00
Location : Clarke Quay

Interested applicants, please submit your application toTeresa.chan@persolapac.com

We regret to inform that only shortlisted candidates will be contacted.

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