Lead Customer Service Professional - Singapore - beBeeExperience

    beBeeExperience
    beBeeExperience Singapore

    4 days ago

    Full time

    Job title: AVP - Affluent Segment Lead - Contact Center

    Description

    Job Title


    The Affluent Segment Lead - Contact Center is a leadership position that oversees customer service activities. The objective is to assess and manage performance, ensuring teams meet quality standards and productivity expectations.



    • Evaluate key performance indicators including RSAT, FCR, TSF, call volume, sales referral, and productivity to meet business objectives.

    • Resolve complex issues with significant organizational impact by handling escalated client complaints and collaborating with relevant departments.

    • Analyze team performance and recommend personnel actions such as promotions or terminations. Drive change through innovation and process improvement while eliminating friction points for the team.

    • Develop leaders by providing guidance and mentorship in conjunction with succession planning. Enhance employee skills to expand team capabilities and provide growth opportunities.

    • Recommend new work procedures and contribute to the development of customer service techniques models plans.


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