Call Centre Executive (Car Park Operations)

JOB PURPOSE & DESCRIPTION

1. Responsible for the daily operations of the Call Centre and its team of customer service agents.
2. Conduct regular call audits to ensure that procedures and quality standards are met.
3. Ensure that recruitment and training plans are in place to address gaps in staff shortage and competency.
4. Deliver results within agreed budgets, service levels, and business targets.
5. Leverage existing data to upscale the Call Centre’s ability to perform beyond its current scope.
6. Prepare and review operational statistics and reports.
7. Undertake any other duties as assigned.

JOB REQUIREMENTS

Qualifications

1. Minimum 2 years of supervisory experience in a call centre, customer service, or telemarketing position.
2. Singaporean only.

Experience/Skill/Knowledge/Competencies

1. Able to work well in a team with good leadership and people management skills.
2. Customer-centric, proactive, and meticulous in attending to incidents.
3. Good understanding of customers' emotions and ability to manage escalations.
4. Possess good interpersonal and communication skills, creativity, and problem-solving skills.
5. Proficient in Microsoft Office (Excel, Word & PowerPoint) with hands-on experience in email communication.