MOM approved EA License No: 11C5883
History
Serving Clients Since 2009
We are a boutique HR and placement firm that seeks to bring quality candidates to our partners. We help to build portfolios of professionalism that bring forth rewarding career paths.
Quantum Leap was founded to fill the gap in the market. To bring real quality and add value to any companies looking for the right person! We believe that a right person can transform an entire organization and we will do the utmost to find the perfect fit for any organization.
We are different and we are proud of it!
Product and Services
For Clients and Partners
- Job Placements
- Executive and Target Search
- Payroll Services, Team Building
- Value added services
- Headhunting
JOB DESCRIPTION
Contact Centre (East Location)
Responsibilities
- Lead a team of 10 call agents (5 for Singapore market, 5 for Malaysia market)
- Monitor incoming calls and agent status to ensure KPIs (Abandon Rate/Service Levels) are met daily.
- Coach team members on weekly basis to inspire and motivate them, while correcting errors to ensure the highest level of customer service is maintained.
- Audit calls and evaluate each team member on a weekly basis.
- Handle customer escalations.
- Review and identify areas of improvement and introduce new structures and processes as required.
- Assist Operations Manager with forecast of call volumes and agent scheduling in accordance with business requirements.
- Manage and support the Operations Manager in Client Services Centre operations
- Min. 3 years experience in call centre environment.
- Possess maturity and leadership skills to lead a team.
- Strong communication skills in Written and Spoken English
- Willing to work on weekends and public holidays as per schedule.
Working hours: 9.30 am - 7 pm
Interested candidates may send their updated resume indicating availability to gareth@quantumcareer.com
Register Online in Here.
