Senior Contact Center Director

5 days ago

Singapore beBeeCustomer Full time $90,000 - $120,000
Dynamic Contact Center Leader

We are seeking a seasoned contact center manager to oversee our 24/7 operations. This pivotal leadership role is responsible for ensuring seamless customer service delivery, optimizing team performance, and fostering a positive and efficient work environment across all shifts.

Key Responsibilities:

  • Lead, mentor, and motivate a large team of supervisors, team leads, and customer service representatives across multiple shifts (including nights, weekends, and holidays).
  • Manage the daily operations of a 24/7 contact center, ensuring service level agreements (SLAs) are consistently met or exceeded for key metrics (e.g., Answer Speed, Abandonment Rate, First Contact Resolution).
  • Monitor and analyze contact center performance data (via CRM, telephony systems, and WFM software) to identify trends, implement improvements, and drive accountability.
  • Collaborate with WFM analysts to forecast volume, create efficient staffing schedules, and manage real-time adherence to ensure optimal coverage.
  • Develop and maintain quality assurance programs to monitor customer interactions, provide constructive feedback, and implement training initiatives to elevate service quality.
  • Champion the customer experience, developing strategies to improve customer satisfaction (CSAT) and Net Promoter Score (NPS).
  • Continuously identify and implement process improvements, technological enhancements, and best practices to increase efficiency and agent productivity.
  • Prepare and present regular reports on contact center performance, challenges, and achievements to senior management.

Requirements:

  • 5+ years of experience in a contact center management role, with a proven track record of leading large teams in a 24/7 environment.
  • Deep familiarity with contact center technologies (e.g., Avaya, Cisco, AWS Connect), CRM systems (e.g., Salesforce, Zendesk), and Workforce Management (WFM) principles.
  • Strong analytical skills with the ability to interpret data, create reports, and make data-informed decisions to drive performance.
  • Exceptional leadership and interpersonal skills with a demonstrated ability to coach, develop, and inspire teams to achieve excellence.
  • Excellent verbal and written communication skills, with the ability to effectively communicate with frontline staff, peers, and executives.
  • A proactive and resilient problem-solver who can manage high-pressure situations, including escalations and crisis management.
  • Bachelor's degree in Business Administration, Communications, or a related field is preferred. Equivalent practical experience will be considered.

What We Offer:

  • A competitive salary and performance-based bonus structure.
  • Opportunities for professional development and career advancement.
  • A collaborative and supportive company culture that values innovation and initiative.

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