Call Quality & Field Support Supervisor - Toa Payoh
Work Location: CBD
Work Hours: 5-day work week, rostered between Mondays and Sundays. Daily shifts are scheduled between 9am and 9pm, including a 1-hour lunch break (actual rostered days will vary weekly).
Background:
This is a leadership role within the Data Collection team, supporting national-level research efforts through effective team supervision and service quality management. You will guide and coach a team of officers responsible for handling inbound enquiries and survey responses, and work closely with project managers to ensure key performance metrics are met.The role also includes service recovery, field support, data verification, and continuous improvement responsibilities.
Responsibilities:
- Support the Project Manager in meeting operational and service-level objectives for assigned projects
- Lead and guide a team of survey officers to achieve daily performance targets and uphold service standards
- Act as subject matter expert for specific survey operations, ensuring accuracy and consistency in implementation
- Respond to hotline and email enquiries as needed, and handle complex or escalated cases through service recovery
- Conduct audits on data submissions to ensure accuracy, completeness, and adherence to protocols
- Support the Quality Service Manager in incident handling, investigation of complaints, and implementation of preventive actions
- Accompany junior officers for field visits to provide guidance and support
- Perform call audits to ensure alignment with scripts, tone, and service quality expectations
- Provide ongoing coaching to team members and identify areas for development
- Support goal-setting and contribute to the performance appraisal process
- Submit reports on team performance, quality assurance outcomes, and operational issues
- Take on additional duties as assigned to support overall team success
Requirements:
- Minimum Diploma or higher in any discipline
- At least 2 to 3 years of supervisory experience in customer service, call centre operations, survey projects, or a related field
- Experience in coaching, quality assurance, and performance management preferred
- Strong problem-solving skills with the ability to manage escalations and resolve issues professionally
- Able to communicate effectively with both internal stakeholders and members of the public
- Proficient in Microsoft Excel, PowerPoint, Word, and general IT tools
- Selected applicants must complete a training course and pass an assessment prior to deployment
Interested candidate, please click “APPLY” to begin your job search journey and submit your CV directly through the official PERSOLKELLY job application platform — GO Mobile.
https://sg.go.persolkelly.com/job/apply/10247
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GOREF: 10247