Working Hours: 5 days work week across Monday to Sunday, Up to 44 hours per week (based on roster) · Work Location: Central
Responsibilities - Support Project Manager in attaining holistic objectives of the assigned surveys.
- Lead a team of Survey Officers to achieve service levels for assigned surveys within timeline.
- Ensure the team attains their daily Key Performance Indicators (KPIs).
- Be the subject matter expert for assigned surveys.
- Handle incoming hotline and mailbox enquiries to resolve respondents’ issues if needed.
- Ensure survey data are accurately keyed into the system via audits.
- Handle escalations/complaints cases via service recovery calls.
- Assist Quality Service Manager in escalations/complaints via incident reporting, findings, and future preventive measures.
- Conduct field visits with junior team members for survey collection.
- Conduct call audits to ensure com...