Workforce Management, Real-Time Monitoring Officer - Singapore - D L RESOURCES PTE LTD

Description

Roles & Responsibilities

Work Location:

Must be okay with Both Alexandra and Maple Tree Business Centre

Shift Timing:

5 working days, 1 rest day and 1 off day per week

42.5 hours per week

Staggered shift hours : 8.5 working hours between 7 am to 12:30am 1-hour meal break in between

Rest Day and Off Day : Scheduled by Client (1 weekday + 1 weekend, non-consecutive)

Or otherwise advised by the Client

You will be part of the dynamic team to promote digital adoption for our valued customers through collaboration with our business partners. At the same time, you will work towards process optimization to ensure Contact Centre work with efficiency in the providing a seamless customer journey.

Major responsibilities include:

• Monitor real time call Q and manage real time adherence in different hotlines to meet the KPIs and service level.

• Attendance tracking and incident reporting.

• Monitor and manage the floor to use correct activity code, control of talking time and unscheduled activities.

• Corporate with department heads with other duties.

Requirements:

• Diploma and above

• Fast on action and work unrepentantly

• Willing to learn new tools related to WFM

• Proficient in Microsoft Office (Word, Excel, Outlook)

• Able to work in shift including weekends and Public Holiday

Tell employers what skills you have

CRM
Outlook
Customer Service Oriented
Microsoft Office
workforce management applications
Process Improvement
Call Quality
Quality Assurance
Conflict Resolution Skills
Service Level
Service Desk
Audits
Workforce Management
Excel
Customer Satisfaction
Process Optimization
Customer Service
Case Management
People Management
Call Center