Customer Contact Executive / Senior Executive / Assistant Manager (Operations)

at  Singapore Airlines

JOB DESCRIPTION

The successful candidate will part of the Customer Contact Services Department (CCSD), Customer Services & Operations (CSO) Division. He/She will be responsible for ensuring key contact center metrics and objectives are met, sustained and evaluated as necessary to continually improve contact center productivity and performance. This position is tasked with working with our outsourced providers and internal Business Units (BUs). The successful candidate will oversee, manage and improve the operations, service quality and customer satisfaction of the outsourced contact center by improving the work processes at the contact center and implementing projects to streamline operations. This role is key in driving operations and enabling our outsourced providers to deliver a best-in-class experience to our customers.

Responsibilities include:

• Monitor daily / weekly / monthly performance on key operational metrics and undertake timely interventions to ensure that service-level agreements are met.
• Conduct Monthly/Quarterly Performance Review for vendors.
• Conduct needs assessments and cost/benefit analyses.
• Identify and evaluate technological options for improving operations and customer experience.
• Work with upstream BU policy owners to ensure a seamless customer experience, including servicing components to be undertaken by CCSD.
• Review vendor’s recruitment and training plan and monitor the progress to ensure they are on track.
• Regular review of the training materials along with the inhouse training team to ensure they are up to date and aligned to the learning objectives.
• Provide guidance/advice/approval to the Operations Team for escalated cases.
• Work with BUs and vendor to support the new initiatives, prepare the agents by arranging briefings, training, FAQs and scripts to be provided to ensure smooth transition.

REQUIREMENTS

• Degree in any discipline.
• Knowledge of call center processes and systems (e.g. workforce management, IVR) would be an advantage.
• Professional and technical knowledge from tracking emerging trends in contact center operations management.
• Experience in frontline customer service and operations management.
• Good interpersonal, communication, and negotiation skills.
• Good negotiation skills.
• Able to make objective judgement and timely decision.
• Customer centric and service oriented.
• Strong leadership skills and team player.
• Able to work in a fast paced and results oriented environment with an ablity to multi-task.

• Monitor daily / weekly / monthly performance on key operational metrics and undertake timely interventions to ensure that service-level agreements are met.
• Conduct Monthly/Quarterly Performance Review for vendors.
• Conduct needs assessments and cost/benefit analyses.
• Identify and evaluate technological options for improving operations and customer experience.
• Work with upstream BU policy owners to ensure a seamless customer experience, including servicing components to be undertaken by CCSD.
• Review vendor’s recruitment and training plan and monitor the progress to ensure they are on track.
• Regular review of the training materials along with the inhouse training team to ensure they are up to date and aligned to the learning objectives.
• Provide guidance/advice/approval to the Operations Team for escalated cases.
• Work with BUs and vendor to support the new initiatives, prepare the agents by arranging briefings, training, FAQs and scripts to be provided to ensure smooth transition