Senior Executive, Operation Control Centre - Join a Market Leader

Job Description:

Is a leadership position to overseeing a team of Customer Service Agents, dedicated to providing responsive services to our customers and operational matters within your scope. Reporting to the Section Head of Operations Control Centre. 

Ample opportunities for career growth and training will be provided. It is 12 hours rotating shift team-based setup with adequate rest. 

You will be working in a family-oriented environment with good company benefits.

Job Responsibilities

• Oversee the development and management of the Operations Control Centre.
• Involve in resource planning and staff management to ensure resources are properly allocated.
• Handle escalation matters including staff grievances.
• Manage and ensure KPIs are met so as to align with the company’s goal and objective.
• Hiring, training, coaching and leading Executives and Operations Control Agents as they provide support for customers.
• Liaise with the authorities and other key organizations on Taxi / Bus Operations and emergency incidents.
• Proactively identify opportunities and process improvements.
• Perform other duties such as preparation and submission of operation reports, incident reporting etc.
• Responsible for Operation matters including the relevant KPIs within the watch.

Job Requirements

• Proficient in MS Office e.g., Excel, Word, PowerPoint, Power BI
• Project Management skills
• Report writing skills
• Ability to diagnose and resolve basic technical issues
• Strong leadership and interpersonal skills
• Intensive customer service skills
• Conflict resolution
• Experience in managing overseas operations locally
• Open to work 12 hours shift with rotating Day and Night patterns including weekends and public holiday
• Candidate with taxi and bus operations domain knowledge is an added advantage