Call Centre Supervisor (Ops) - up $3500

Working Hours: 5 days work week across Monday to Sunday, Up to 44 hours per week (based on roster) Work Location: Central Responsibilities: • Support Project Manager in attaining holistic objectives of the assigned surveys. • Lead a team of Survey Officers to achieve service levels for assigned surveys within timeline. • Ensuring the team attains their daily Key Performance Indicators (KPIs). • To be the subject matter expert for assigned surveys. • Handle incoming hotline and mailbox enquiries to resolve respondents’ issues if needed. • Ensure survey data are accurately keyed into the system via audits. • Handle escalations/complaints cases via service recovery calls. • Assist Quality Service Manager in escalations/complaints via incident reporting, findings, and future preventive measures. • Conduct field visits with junior team members for survey collection. • Conduct call audits to ensure compliance to call scripts, professionalism, and service excellence. • Continuous improvement in standards and quality of the team via coaching efforts. • Goals setting and conducting year-end appraisals. • Any other ad-hoc duties as assigned. Job Requirement: • Minimum Diploma qualification • Equipped with work experience in survey operations, sales, or customer service role. • Possessed at least 2-3 years’ experience in leadership position. • Proficient in Microsoft Excel, PowerPoint, Word. and internet usage. To apply, simply click "APPLY" and submit your curriculum vitae (CV) through GO, the official PERSOL job application platform. By sending us your personal data and curriculum vitae (CV), you are deemed to consent to PERSOL Singapore Pte Ltd and its affiliates to collect, use and disclose your personal data for the purposes set out in the Privacy Policy available at https://www.persolsingapore.com/policies. You acknowledge that you have read, understood, and agree with the Privacy Policy. PERSOL Singapore Pte Ltd • RCB No. 200007268E • EA License No. 01C4394• Reg No: R1770602 (Teng Min Yee)