Business & Operations Executive

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Date: 07-Feb-2019

Location: Singapore, Singapore

Business Reporting

  • Prepare daily, weekly and monthly reports and other ad hoc reports.
  • Disseminate performance results to internal/external stakeholders on a timely basis
  • Tracking of client contractual KPI Performance
  • To ensure proper housekeeping of reporting documents for reference and audit purposes
  • Monthly updating of the CCO & Centre Performance Dashboard and Incentives
  • To prepare statistics to facilitate Workforce Planning activities

 

Contact Centre Analytics

  • Ensure the preparation and analysis of reports related to Contact Centre Analytics to pick out trends, special causes and provide supporting details.
  • Establish weekly Service Level forecasts, monitor performance, track KPIs, highlight variances and exceptions, and track follow up actions. This would include weekly consolidation of rolling forecast and monthly reports/updates for sharing.
  • Identify, implement and track process improvements that will improve customer experience and recommend failure demand calls improvement initiatives within and beyond department.

 

The Ideal Candidate

  • Diploma in IT/business management with 1 to 3 years’ experience in reports preparation / analysis
  • A strong knowledge/familiarity with Microsoft Excel.
  • Experience in Call Centre Operations / Operations Support will be an advantage.
  • Attention to detail and accuracy
  • Self-starter
  • Ability to multitask and meet tight deadlines
  • Team Player

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