Assistant Manager/Manager

2 days ago


Singapore SP SERVICES LIMITED Full time
Roles & Responsibilities

What You’ll Do:

  • Manage and supervise team of call / chat agents and provide leadership and mentoring
  • Ensure that the monthly KPIs are met
  • Monitors and measures service metrics and call volume to develop standards, improvements, and resource allocation.
  • Oversees the creation and implementation of efficient and balanced workflows that maximise efficiency and produce high levels of service quality and customer satisfaction
  • Provides inputs to strategic decisions that impact the functional area of responsibility.
  • Capable of handling and resolving escalated issues and complaints arising from operations and requiring coordination with other departments.
  • Provides mentoring and leadership to team of agents
  • Execute quality monitoring requirements that deliver intent and customer satisfaction goals
  • Any other tasks that may be assigned from time to time

What You'll Need:

  • At least 5 years of experience in contact centre or similar environment
  • At least 3 years of managerial or supervisory experience
  • Good people management skills and able to work under pressure
  • Familiar with customer service metrics and strong customer - fronting and communication skill
  • Knowledge in CRM and telephony systems
  • Ability to work independently while being a cohesive team member
  • Excellent leadership and interpersonal skills
  • Change management and stakeholder management

Tell employers what skills you have

Customer Service Skills
CRM
Mentoring
Management Skills
Contact Center Management
Ability To Work Independently
Customer Service Management
Contact Centers
Telephony
Customer Satisfaction
Contact Center Operations
Customer Service
Stakeholder Management
People Management
customer service solutions

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