Quality Manager (Call Centre) 1 Year Contract Up $7.5K

Quality Manager (Call Centre), 1 Year Contract Up $7.5K
Working Location: Near to Clarke Quay MRT / Novena MRT
Working Hours: Mon - Thurs (8.30AM to 6.00PM), Fri (8.30AM to 5.30PM)

Responsibilities:

• Reports to the Project Director supporting in attaining holistic Service Levels for various assigned matrices.

• Manage a team to achieve operational objectives through workforce planning, setting Key Performance Indicators (KPIs), execution, and contingencies.

• Provide strategic plans to synergize mailboxes and escalation management to attain timely and professional deliveries with articulacy.

• Plays a pivotal role to work with the various survey managers to drive quality standards and service excellence throughout inbound and outbound workforce.

• Align objectives and setting expectations with Stakeholders on realistic Service Levels versus email volume, timeframe, and other correlating factors.

• Handle internal and external escalations via investigations, incident reporting, findings and providing de-escalation solutions.

• Perform service recovery calls/emails as needed for de-escalation.

• Determining call quality and standards via call audits and calibrations.

• Evaluate and improve current email templates for continuous improvement.

• Ensure team is fully utilized during lull period by initiatives to support continuous productivity.

• Timely reporting to management team and stakeholders

• Conduct coaching and mentoring to the team to improve knowledge, skills and attitudes.

• Conduct year-end appraisals and identifying talents for retention and recognition with Talent Management team.

• Perform other ad-hoc duties as assigned.