Senior Specialist / Assistant Manager, Customer Service (Call Center Operations)

SummaryWe are searching for a highly independent and result-oriented Customer Service Specialist! You will be part of the Customer Service team and will be supporting the management of our call centre service provider to deliver outstanding customer experience to Scoot’s guests.ResponsibilitiesJob DescriptionCall Centre Operations ManagementSupport Manager in the operational matters of the Call Centre and work closely with the appointed vendor to ensure that agreed service levels are met and maintainedSupport Manager to manage the call centre operations processes and procedures and identify gaps/ key areas to improve in order to achieve better performance of the Call CentreMonitor Call Centre CSAT/ DSAT scores weekly and work closely with the appointed vendor to identify root cause of customer dissatisfaction and ways to improve customer satisfactionMonitor CRM system to ensure call centre clears the ‘CCL1/ CCL2 Escalation’ and ‘CC Fulfillment’ queues and there are no backlogsManage escalated cases pertaining to Call Centre, perform root-cause analysis and implement initiatives for improvementSupport Manager to review and update phone lines and IVR call flow/ messages, as and when requiredSupport Manager in CRM system enhancements and identify key drivers to enhance productivity and effectiveness of the Call CentrePassenger NotificationTrigger Schedule Change notification (including flight cancellation, gauge changes) on a timely manner and coordinate with Call Centre Team if callouts are requiredTrigger ad-hoc passenger notification (overbooking, change of airport terminal, limited in-flight services etc.) and follow-up with any related workflows (e.g. refund/ rebook), as and when requiredSupport manager in coordinating with Planning and Grounds Team in overbooking situations to determine whether voluntary or involuntary offload is requiredSupport manager in coordinating with Planning Team during mass schedule change and/or cancellation to determine if the PNRs can be placed in multiple queues (notification to be staggered for call centre surge management)Monitor ad-hoc disruption during Disruption Week and ensure that Call Centre Team sends out passenger notification on a timely manner. Duty personnel will update template in CRM system as and when required and will be the point of contact for any issues faced by Call Centre Team Escalated Cases ManagementReview escalated cases from the call centre and internal business units and provide the appropriate recommendations/ approvalsMonitor and follow up to ensure that payment or system issues highlighted by the call centre are rectified by the responsible stakeholdersWork closely with external stakeholders in handling customer enquiries for interline passengers.Call Centre Quality and TrainingPerform monthly call monitoring audit based on stipulated sample size and identify gaps and areas to improve the quality performance of the Call CentreParticipate in weekly call calibration (to reduce variance in call monitoring scoring) and monthly QA review with Call Centre vendor, as and when requiredWork with relevant team in reviewing the call monitoring form and guidelines during the quarterly/ biyearly review exerciseIdentify common errors and service lapses made by call centre and highlight to Manager for coordination with relevant team on refresher/ reinforcement trainingIdentify changes or updates required to the call centre operational processes/ procedures and highlight to Manager for coordination with relevant team to update Manual and training materialsReview the Knowledge Check (KC) and Dip Check (DC) questionnaires provided by Call Centre VendorProject and UAT ManagementCRM System POC for Customer Services department to bridge discussion on system enhancementsUAT support on product and system upgrade and enhancement – Representative for CS and/or call centre, participate in project meetings and perform UAT prior to launchRequirementsDegree holder or a Diploma holder with 3-5 years experience in call centre/ customer service Preferably with experience in call centre management and is familiar with call centre metrics and Key Performance Indicators (KPIs)