We have been bringing job seekers and employers together. Our role is to work with employers and job seekers to facilitate a successful match. We develop HR solutions which includes sourcing, screening, selection and referencing. We integrate these solutions into your business’ existing processes, for maximum sustainability and effectiveness.
· Monitoring Staff adherence & productivity
o Ensure achievement of targeted service level, ACW time etc.
o Monitor on agents’ log in/ out and lateness from breaks
o Manual recording of daily attendance in the event of log in failure
· Consolidation of shift allowance and overtime claims
o Update all roster records
o Monitor and record agents’ change-of-shift requests
· Printing and filing of reports
· Handling Escalations
o Investigate and follow-up customers’ complaints and feedbacks immediately/when necessary. May be required to handle 2nd level escalation for walk in customer.
· Practicing “Walk the Floor” approach
o Walking around to see if the agents need help or have any enquires, periodically
· Staff counseling
o Assist Executive to arrange and conduct counseling sessions for CROs
o Highlight to Executive with regard to any disciplinary issues
· Training
o Assist Executive in training the agents when necessary
o Assist Executive in preparing/updating training materials and manuals
Related Job Searches:
- Company:
RS Recruitment Agency - Designation:
Customer Relations Supervisor (Call Centre External) - Profession:
Customer Service / Communications - Industry:
Human Resources - Location:
Tanjong Pagar