Quality Manager (Call Centre Environment), Up $7K
Duration: 1 Year Renewable Contract
Working Hours: Mon - Fri: 9.00AM to 6.00PM
Work Location: Central
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.
- Provie 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.
Requirements:
- Possess a degree in related fields.
- Equipped with at least 5 to 7 years in quality service experience with 2 years of managerial expertise.
- Call centers, statistical and/or large data processing background will be advantageous.
- Proficient in MS Word, Excel, and PowerPoint due to intensities of reporting and communication plans.
- Selected applicants are required to complete a training course and passed the assessment test before being deployed to operations.
