Operations Executive (ID1311) Full Time

Company name:
• Building Maintenance Company

Job Title:
• Operations Executive (ID1311)

Hours per week:
• Mon to Fri, 8.30am to 5.30pm.

Location:
• Bedok, Southeast, Singapore

Job category:
• Admin / Human Resources

Job Description:

Reporting to the Assistant Director, the position will include representing our organization and liaising directly with the end client. This should be in accordance to the project requirements being sited on Client’s premise. You should also be comfortable in a fast-paced, always-on, highly dynamic environment.

To lead and manage a group of Customer Contact Officers in ensuring high standards of services provided to their customer.

• Ensure service standards and quality are met and exceeded. This is done through close monitoring of the team and service performance.
• Involve in manpower issues such as staff development, performance management and employee grievances.
• Ensure prompt reply to customers’ feedbacks and complaints.
• Ability to identify training needs, advise, plan and organize and follow up training programs in order to increase staff know-how and performance.
• Develop knowledge module for each service and products.
• Conduct briefing and training to the team.
• Perform call calibration session on a regular basis with the Customer Contact Officers to ensure that there is standardization and consistency in the service performance.

Requirements:

• Diploma holder in any disciplinary
• Minimum 3 years Supervisory level in a contact center environment, Familiar with contact center performance standards, reports, agent utilization and performance management.