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Call Centre Manager

4 months ago

Singapore ZENITH INFOTECH (S) PTE LTD. Full time

Job Description:

  • Provide leadership and regular coaching to Team Leaders and Agents.
  • Responsible for managing the day-to-day running of the contact centre, which includes effective
resource planning in ensuring KPIs are consistently achieved

  • Work closely with HR to ensure fast, effective, and quality staff recruitment
  • Build an engaging and motivated workforce by creating a positive and vibrant environment for staff
to thrive.

  • This could be in the form of daily huddle sessions, team building activities and monthly coaching sessions.
  • Conduct consistent reviews of staff performance to identify training gaps and needs
  • Take ownership and resolve any urgent or critical issues escalated by the Client or team
  • Work closely with Client to support investigation and service recovery process
  • Conduct root causes analysis and identify opportunities to increase CSAT ratings
  • Establish and oversee the implementation of work processes and SOPs of the contact centre and make
recommendations for improvement

  • Ensure quality call audits are performed to deliver good quality of service, low error rate and adherence
to operations guidelines and processes

  • Work closely with Data Analyst to provide critical insights and ensure daily, weekly and monthly
performance and service reports are sent to clients and management in a timely manner.