Senior Contact Center Director

4 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.


  • Singapore beBeeCustomerService Full time $90,000 - $120,000

    Job OverviewThe role of Call Center Manager is a strategic leadership position that involves overseeing the daily operations of a 24/7 contact center. This includes ensuring seamless customer service delivery, optimizing team performance, and driving business growth.Leadership & Team Management: Lead, mentor, and motivate a large team of supervisors, team...

  • Contact Center Manager

    17 hours ago


    Singapore Terra Systems Full time

    Overview Since its incorporation in 2003, Terra Systems has become a leader in IT systems integration, providing customized, efficient, and cost-effective solutions to enterprises of all sizes. Headquartered in Singapore, Terra Systems operates in over 10 countries in the Asia Pacific region. We specialize in designing, building, managing, and optimizing IT...


  • Singapore beBeeCustomer Full time $90,000 - $120,000

    About UsWe are a dynamic and growing organization dedicated to providing outstanding support to our customers around the clock. Our 24/7 contact center is the frontline of our mission, and we are looking for a strategic leader to guide this critical team to new heights of performance and excellence.


  • Singapore beBeeCustomer Full time

    About Us We are a dynamic and growing organization dedicated to providing outstanding support to our customers around the clock. Our 24/7 contact center is the frontline of our mission, and we are looking for a strategic leader to guide this critical team to new heights of performance and excellence.


  • Singapore beBeeCustomerService Full time $80,000 - $120,000

    Job Title: Service Quality Contact Center Manager">Job Description:As a key member of the contact center team, you will play a crucial role in ensuring exceptional customer service and resolving complex customer issues in a timely manner.You will be responsible for reviewing and assessing escalations from other departments to identify, liaise, and resolve...


  • Singapore UOB Full time

    Overview Join to apply for the Senior Officer, Inbound Contact Center role at UOB . 2 weeks ago Be among the first 25 applicants. About UOB: United Overseas


  • Singapore beBeeLeadership Full time $36,000 - $54,000

    Job Title: Team Lead Contact CenterWe are seeking a skilled and experienced Team Leader to supervise and guide a team of Customer Service Officers within our Contact Center.Key Responsibilities:Supervise daily operations and monitor team performance to ensure service levels are met.Provide coaching, feedback, and regular performance reviews to CSOs.Manage...


  • Singapore Page Executive Full time

    Join to apply for the Data Center Ops Director (Indonesia) role at Page Executive . 1 week ago Be among the first 25 applicants. A leading global data center operator with over 200 sites is seeking an experienced Operations Director to lead its Indonesia operations. Job Description The Operations Director will oversee joint venture operations in Indonesia,...


  • Singapore beBeeLeadership Full time $54,000

    Job Title: Contact Center SupervisorWe are looking for a dedicated and experienced professional to lead our Contact Center team. As a Contact Center Supervisor, you will be responsible for overseeing daily operations, ensuring high service levels, and supporting the growth and development of your team.This is an excellent opportunity for someone who is...


  • Singapore ITCAN Full time

    Roles Descriptions Job Descriptions - Design, build, test, implement and support intelligent customer contact solutions - Creation of user accounts and assignment of those accounts to various roles/queues within the Contact Center System. - Building, testing and deploying ACD call routing solutions for various departments within UVA Health. - Effectively...