1. Responsible in planning and implementing Contact Center programs to adhere to the overall service goals and objectives and continuously improve performance standards
2. Oversee and support the respective Contact Center operating Units in achieving productivity and consistency in quality of outputs – maintaining cooperation and interaction both in function and objective
DUTIES AND RESPONSIBILITIES
1. Oversee the day to day performance of the Contact Center (Voice and Non-Voice)
2. Set strategies for the continuous development of the Contact Center, staying abreast of new practices and technologies, to gain and maintain recognition for the quality of customer service
3. Responsible for the end to end CCC processes and their associated customer experience, supporting cross company initiatives to drive improvements and reduce complaints
4. Work closely with HR, L&D and Training Teams. Take responsibility for the on-going development all levels of CCC
5. Develop plans and offer insights and knowledge on the use of new system, tools and technologies to maximize productivity of resources
6. Deliver cost efficiencies and increased Customer Satisfaction Scores (CSAT)
7. Enhance the quality of customer interactions, ensuring quality assurance, compliance is met across all interactions
8. Participate and implement the setting up and upgrade of the new CRM system.
9. Design and implement training programs for CCC employees
10. Identify and recommend appropriate resolution for process and procedural flaws that contributes to the inefficiency and difficulties encountered.
11. Perform other duties and functions that may be assigned from time to time by the Head, Inbound Operations Section
1. Proven experience in a leading service driven contact center operation
2. Excellent communication and leadership skills to lead and motivate a growing and changing service operation
3. Creative problem solving skills
4. Ability to handle pressure
5. Flexible and adaptive
6. Good people management skills
Graduate of Business Administration/Marketing/Customer Service
1. At least 10yrs experience in Customer Service
2. At least 5yrs experience in Senior Management Level
3. Handles/manages at least 30 people in a team
4. Back round in Real Estate Industry is a plus
** Replacement of Ms. Gracious Labrador **
DUTIES AND RESPONSIBILITIES
1. Oversee the day to day performance of the Contact Center (Voice and Non-Voice)
2. Set strategies for the continuous development of the Contact Center, staying abreast of new practices and technologies, to gain and maintain recognition for the quality of customer service
3. Responsible for the end to end CCC processes and their associated customer experience, supporting cross company initiatives to drive improvements and reduce complaints
4. Work closely with HR, L&D and Training Teams. Take responsibility for the on-going development all levels of CCC
5. Develop plans and offer insights and knowledge on the use of new system, tools and technologies to maximize productivity of resources
6. Deliver cost efficiencies and increased Customer Satisfaction Scores (CSAT)
7. Enhance the quality of customer interactions, ensuring quality assurance, compliance is met across all interactions
8. Participate and implement the setting up and upgrade of the new CRM system.
9. Design and implement training programs for CCC employees
10. Identify and recommend appropriate resolution for process and procedural flaws that contributes to the inefficiency and difficulties encountered.
11. Perform other duties and functions that may be assigned from time to time by the Head, Inbound Operations Section