Contact Center Manager

2 weeks ago

Singapore SPD Full time
Roles & Responsibilities

As the Contact Centre Manager, you will be responsible for overseeing and optimizing the performance of our contact centre, ensuring that customer interactions are efficient, effective, and aligned with the company's service standards. You will play a pivotal role in driving customer satisfaction, team productivity, and process improvements within the contact centre.

JOB SCOPE/ KEY RESPONSIBILITIES

  • Lead and motivate a team of customer service representatives to achieve performance targets and deliver exceptional customer service.
  • Conduct regular coaching and training sessions to enhance the team's skills and knowledge.
  • Monitor key performance indicators (KPIs) and implement corrective actions to ensure targets are met or exceeded.
  • Develop and implement effective contact centre strategies to improve operational efficiency.
  • Analyse customer feedback and develop initiatives to continuously improve service quality and implement best practices to enhance the overall customer experience.
  • Be responsible for managing the contact centre's overall cost and ensuring its financial viability (before allocation of HQ cost).
  • Leverage technology solutions for enhancing contact centre operations.
  • Provide regular updates on contact centre's performance and utilize data-driven insights to make informed decisions and drive continuous improvement.
  • Identify and assess any business, operational and/or compliance risks pertaining to contact centre regularly and develop internal controls to prevent, detect or mitigate them.
  • Ensure contact centre meet all operational and audit requirements of its funders and customers and follow up with rectifications of non-compliances where necessary.
  • Any other work-related other duties and responsibilities that may be assigned by the management from time to time.

JOB HOLDER'S REQUIREMENT

  • Bachelor's degree in Business Administration, Management, or a related field.
  • Proven experience in contact centre management with a minimum of 5 years in a leadership role.
  • Strong ability to budget and perform financial analysis.
  • Strong knowledge of call centre technology, performance evaluation techniques and customer service metrics.
  • Strong problem-solving and analytical skills.
  • Self-starter and resourceful.
  • Excellent multitasking, time management, and leadership skills.
  • Passionate in working with person with disabilities (PwDs).
Tell employers what skills you have

Coaching
Customer Relationship
Leadership
Analytical Skills
Customer Experience
Customer Relationship Management CRM
Exceptional Customer Service
Customer Service Representatives
Cantonese
Administration Management
Attention to Details
Time Management
Customer Satisfaction
Customer Service

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