RS Recruitment Agency – Customer Relations Supervisor (Call Centre External)

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