Benefits
How you succeedWhat you doContact Centre Operations & Resource PlanningOversee day-to-day contact centre operations to ensure effective service delivery.Plan and optimise workforce allocation based on volume forecasts and business priorities.Manage scheduling, workload distribution, and capacity planning to maintain optimal coverage.Serve as the first point of escalation for operational and customer-related issues.Service Level Management & Performance MonitoringEnsure all customer requests are resolved within established Service Level Agreements (SLAs).Monitor real-time contact volumes, queue performance, and service levels, taking proactive actions to address shortfalls.Identify and escalate complex or high-risk issues to relevant stakeholders.Track and report SLA performance, highlighting trends and areas for improvement.Process Improvement & Customer Experience EnhancementAnalyse customer feedback, operational data, and performance metrics to identify improvement opportunities.Lead and support initiatives to enhance service quality, operational efficiency, and turnaround times.Recommend and implement process improvements to streamline workflows and elevate customer experience.Support quality assurance activities and continuous service improvement programmes.Team Leadership & DevelopmentProvide day-to-day guidance, coaching, and support to Customer Service Officers (CSOs).Foster a high-performance, customer-focused team culture.Monitor individual and team performance, providing constructive feedback and development plans.Support onboarding and training of new team members.Customer Interaction & Service DeliveryManage and respond to customer enquiries via phone and email in a timely and professional manner.Provide accurate information on products and services, ensuring full compliance with regulatory requirements.Maintain complete and accurate records of all customer interactions.Support frontline operations during peak periods or resource constraints to ensure uninterrupted service delivery.Stakeholder Collaboration & SupportWork closely with internal teams to resolve customer issues and improve turnaround times.Support implementation of new products, system enhancements, and regulatory changes.Collaborate with cross-functional stakeholders to enhance end-to-end processes and customer journey outcomes.Product, Market & Regulatory KnowledgeMaintain up-to-date knowledge of trading platforms, financial products, and regulatory requirements.Ensure consistent knowledge standards across the team through ongoing coaching and guidance.Participate in training and knowledge-sharing initiatives to strengthen team capability.Reporting, Governance & CompliancePrepare and review reports on customer interactions, operational performance, and key service metrics.Ensure adherence to internal policies, regulatory requirements, and audit standards.Maintain accurate documentation and support compliance and audit activities
Ocbc · Ocbc, Singapore