Contact Centre Manager

7 days ago

Singapore beBeeCommunication Full time $30,000 - $50,000

Job Role:

We are seeking a skilled Contact Centre Team Lead to manage the performance and service quality of our Contact Centre. The successful candidate will be responsible for training and developing CSO staff, ensuring they provide accurate and timely responses.

Main Responsibilities:

  • Manage the overall performance and service quality of the Contact Centre team
  • Ensure all CSO under supervision are well-trained and providing accurate responses
  • Perform daily case management and liaison with stakeholders for further investigation and follow-up
  • Conduct regular quality audits on CSO handling the programme
  • Train CSO based on provided resources and prepare competency quizzes and check-ins
  • Take ownership of team results, understand developmental needs, and provide support
  • Liaise with stakeholders to ensure accurate information is cascaded
  • Monitor arrival patterns and highlight increases in queries to relevant parties
  • Conduct regular audits to ensure quality of CSO appointed for the programme
  • Provide assistance to CSO for complex cases and communicate with other departments when necessary

Key Skills and Qualifications:

  • Able to train CSO on systems and programme-related information
  • Self-driven with excellent interpersonal and communication skills
  • Good communication skills in English
  • Proficiency in other languages/dialects may be required depending on programme requirements
  • Proficient in Microsoft Excel applications
  • Able to take initiative, work independently, and accomplish tasks with minimal supervision
  • Able to work beyond operational hours if required
  • Able to handle difficult interactions professionally
  • Possess Diploma qualification or above
  • At least 2 years of relevant supervisory experience in contact centre, customer support, and customer service functions

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