- Manage and supervise team of call / chat agents and provide leadership and mentoring
- Ensure that the monthly regulatory and internal KPIs are met
- Monitors and measures service metrics and call volume to develop standards, improvements and resource allocation.
- Overseas the creation and implementation of efficient and balanced workflows that maximise efficiency and produce high levels of service quality and customer satisfaction
- Provides inputs to strategic decisions that impact the functional area of responsibility.
- Capable of handling and resolving escalated issues and complaints arising from operations and requiring coordination with other departments.
- Provides mentoring and leadership to team of agents
- Execute quality monitoring requirements that deliver intent and customer satisfaction goals
- Involvement in various projects, such as telephony system upgrade, CRM system upgrade
- Lead in implementing and operationalising new hotlines
- Involvement in implementation of digital solutions to provide convenience to customers
- At least 5 years of experience in contact centre or similar environment
- At least 3 years of managerial or supervisory experience
- Good people management skills and able to work under pressure
- Familiar with customer service metrics and strong customer - fronting and communication skill
- Knowledge in CRM and telephony systems
- Ability to work independently while being a cohesive team member
- Excellent leadership and interpersonal skills
- Change management and stakeholder management
- Join us to empower the future of energy
- We offer hybrid work arrangement as we believe in providing work life balance while maintaining rapport at work
- Immerse in a positive work environment that promotes/fosters teamwork and collaboration.
-
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Senior Manager/Manager - Singapore - SINGAPORE POWER LIMITED
Description
Roles & ResponsibilitiesWhat You'll Do:
Operations
Projects
What You'll Need:
What We'll Provide:
CRM
Excellent Communication Skills
Mentoring
Management Skills
Leadership
Change Management
Ability To Work Independently
Interpersonal Skills
Public Sector
Telephony
MS Office
Team Management
Customer Satisfaction
Customer Service
Stakeholder Management
Retirement
customer service support
People Management