Operations Executive (Call Centre)

What is my role?

Primary Liaison

• Be the first responder to client queries and be primary client liaison
• Respond To Investigations & Appeals
• Analysis Of Trends
• Continuous Process Improvements
• Manage Ops

Operational

• Running Of Day-to-Day Operations
• Be responsible for adherence to KPIs, collate errors, AARs/ IRs for improvement
• Preparation of Reports – Daily, Weekly, Monthly (For Client & For Internal)
• Service Recovery
• Daily Debrief (ensure TLs do this regularly)
• Rostering
• Counselling & Coaching
• QA Handling Back Up
• Updating Of Staff Movements / Creations & Deletions of Accounts (Internally & Externally)
• Handle Escalated Cases
• Prepare and handle monthly ops meeting with the client (With involvement from the PM)
• Prepare and handle internal meets (with involvement from the PM)

Staff Development

• Development of Training Materials and Updating (Collaborating with PM)
• Development & Updating Of KMS, SOPs / FAQS (Collaborating with PM)
• Running Regular Tests for Identifying Gaps (Collaborating with PM/ Trainer)
• Training & Development Back up
• Retention & Recognition Strategies
• Monitoring/ measurement of staff performance

What about other benefits?

• Completion bonus (1 month)
• Renewable contract
• 14 days annual leave

What is the dress code like?

Smart casual attire

What are my work hours like?

• 5 days’ work week
• Office hours

Where is the office located?

• We are close to Kembangan and Bedok MRT

Do I qualify to apply?

• Diploma holder in any discipline
• Minimum 5 years Supervisory level in a contact center environment

I'm ready to apply!

Apply now and get ready to be a part of our team!

Why join Cushman & Wakefield?

As one of the leading global real estate services firms transforming the way people work, shop and live, working at Cushman & Wakefield means you will benefit from:

• Being part of a growing global company;
• Career development and a promote from within culture;
• An organisation committed to Diversity and Inclusion;

We're committed to providing work-life balance for our people in an inclusive, rewarding environment.

We achieve this by providing a flexible and agile work environment by focusing on technology and autonomy to help our people achieve their career ambitions. We focus on career progression and foster a promotion from within culture, leveraging global opportunities to ensure we retain our top talent. We encourage continuous learning and development opportunities to develop personal, professional and technical capabilities, and we reward with a comprehensive employee benefits program.

We have a vision of the future, where people simply belong.

That's why we support and celebrate inclusive causes, not just on days of recognition throughout the year, but every day. We embrace diversity across race, colour, religion, gender, national origin, sexual orientation, gender identity or persons with disabilities or protected veteran status. We ensure DEI is part of our DNA as a global community - it means we go way beyond than just talking about it - we live it. If you want to live it too, join us.