Start
Immediately
Location
Singapore
Experience
Experienced
Departament
Retail Management

Responsibilities

You will be responsible for the following:

  • Responsible to recruit, train, coach and lead contact centre representatives to ensure high satisfactory of customer service level at all time.

  • Implement manpower planning in line with call volume and calling capacity.

  • Schedule and roster contact centre team considering call arrival pattern and shrinkage.

  • Resolving representative’s questions, providing guidance through challenging calls and handling issues that are out of representative’s capacity.

  • Ensuring team consistently achieve desired service levels and implements corrective action necessarily.

  • Analyse contact centre data to improve processes, utilizing resources effectively and prioritizing efficiency and customer satisfaction.

  • Work closely with various stakeholders to improve service training and development of new and existing representatives.

  • Keeping abreast with current market trends and establish contact centre goals.

Requirements

  • Minimum a Diploma or relevant qualification

  • At least 1-2 years of experience in similar capacity.

  • In-depth knowledge of management principles and knowledge of company’s products, services and policies.

  • Strong coaching and leadership skills, ability to motivate employees.

  • Able to multitask and work in a fast-paced environment.

  • Proficient in speaking both English and Mandarin (for liaison with Mandarin speaking customers)

How To Apply

If you are interested in this position, kindly send your resume to hrsg@crawfort.com, with the subject header as 'Application for (job title)'.

We regret to inform you that only qualified candidates will be notified.