- Lead a team of Customer Experience Officers to achieve KPI
- Respond to survey enquiries via inbound calls and emails
- Conduct survey interviews via outbound calls
- Reach out to the respondents to assist them to complete the survey
- Ensure that the given KPI are being met based on the project timeline
- Assess work performance of officers and identify areas that need improvement
- Organize workflow and ensure that officers understand their duties and delegated tasks
- Set goals for KPI and deadlines in accordance to the project timeline to ensure project's success
- Provide fair, constructive, and timely feedback towards performance expectations and goals
- Manage escalated cases and maintain public relations including any complaints
- Provide assistance, guidance, and coaching support to officers to meet KPI
- Monitor and provide project status report to manager
- Ensure officers understand the survey objectives
- Ensure officers compile, record, input survey returns and data accurately into the system
- Ensure officers conduct verification to ensure completeness and accuracy of data collected
- Only Singaporean
- Travel in Singapore to do surveys
- Mandarin speaking is required to liaise with Chinese MNC companies to do surveys
- Must be proficient in Excel to do reports
- At least 2 years of working experience as Team Lead in Call Center environment.
Call Center Manager - Singapore - PERSOLKELLY SINGAPORE PTE. LTD.
Description
Roles & ResponsibilitiesLocation: Novena/Clarke Quay
Requirements:
Should you be interested in this position, please contact Terence at your resume directly for fast respond.
Interested candidate please click "APPLY" to begin your job search journey and submit your CV directly through the official PERSOLKELLY job application platform - GO Mobile.
We regret to inform that only shortlisted candidates will be notified.
By sending us your personal data and curriculum vitae (CV), you are deemed to consent to PERSOLKELLY Singapore Pte Ltd and its affiliates to collect, use and disclose your personal data for the purposes set out in the Privacy Policy available at You acknowledge that you have read, understood, and agree with the Privacy Policy.
PERSOLKELLY Singapore Pte Ltd
• RCB No E
• EA License No. 01C4394
• Reg. R Le Cong Thang
Customer Service Skills
Coaching
Leadership
Customer Experience
Process Improvement
KPI Reports
Advanced Excel
KPI reporting
Problem Solving
Public Relations
Project Timeline
Pressure
Team Lead
Excel
Customer Satisfaction
Customer Service
Field Work
KPI
Call Center
Surveys