Survey Experience Supervisor
Summary
Supervises a call-center team running surveys, handling escalations, audits, and KPIs to ensure service quality and data accuracy.
Survey Experience Supervisor
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 a team to achieve service levels for assigned surveys within timeline.
- Ensuring the team 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 junior team members for survey collection.
- Conduct call audits to ensure compliance to call scripts, professionalism, and service excellence.
- Continuous improvement in standards and quality of the team 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.
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