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Team Leader, RTA

Date: 24-May-2019

Location: Singapore, Singapore

Company: Singtel

 

  • Lead a team of  RTAs executive to monitor and report hotline SL’s performance daily, and ensure all reports are send out timely
  • In time of crisis management act as single point of contact for incident management – check call drivers , co-ordinate with different support teams and establish conference bridge and update stake holders and customers timely and effectively.
  • Adhere and implement the compliance to the processes for identification of schedule exceptions including minimum length, approval process, submission to WFM team, data entry responsibilities, and tracking
  • Prepare the root cause analysis when service goals are missed.
  • Require 24 * 7 Support  (365 days) – with rotating shift schedule.
  • Knowledge on WFM tools such as I360, CMS and IVR etc will be an added advantage.

 

The Ideal Candidate

 

  • Diploma holder with 2 year work Experience in Call center or Real Time function
  • Proficient with MS Excel, PowerPoint, MS Word etc, AVAYA CMS and Workforce Management tool, ITIL and Incident Management skills
  • Self-driven individual with a positive attitude.
  • Strong communication skills. Ability to work with minimum supervision
  • Analytical  background and good in numbers