Vp, Team Leader, Emerging Enterprise

UOB United Overseas Bank Limited

Singapore
Manage daily contact centre operations
Review staff performance and training needs
Monitor call quality and minimize errors
The role involves managing the daily running of the contact centre including resource planning and handling escalation cases

Job Summary

  • The role involves managing the daily running of the contact centre including resource planning and handling escalation cases.
  • Candidates will be responsible for reviewing staff performance, identifying training needs, and planning training sessions.
  • UOB is a leading bank in Asia with over 80 years of history guided by values of being Honorable, Enterprising, United, and Committed.

Matching Summary

The role involves managing the daily running of the contact centre including resource planning and handling escalation cases.

Skills & Requirements

Must-have

  • Manage daily contact centre operations
  • Review staff performance and training needs
  • Monitor call quality and minimize errors
  • Prepare SCRM reports and resource plans
  • Handle customer complaints and escalations

Nice-to-have

  • Strategic planning for new campaigns
  • Foster healthy competition among teams
  • Experience in banking sector
  • Ability to gather feedback from leads

Key Requirements

  • Leadership experience in contact centres
  • Strong analytical skills for reporting
  • Customer service excellence background

Work Rights

Not specified

Tailored Resume

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