Contact Centre Leadership Position

3 days ago

Singapore beBeeLeader Full time $90,000 - $120,000
Role Overview

This position involves leading a team in the contact centre to ensure high-quality service delivery.

  • The role requires collaboration with clients and vendors to develop modular training on various topics across components.
  • Initial calibration is crucial to ensure knowledge retention during training.
  • Key responsibilities include creating reports, maintaining dashboards, updating workflow, tracking vendor productivity, managing vendor systems, software, and hardware requisition.
  • Closely working with Operation Managers and Team Leads is essential to understand and adopt content materials.
  • Managing high-priority cases with the Client is also a key aspect of this role.
  • Overseeing the productivity, performance, and service quality of the Contact Centre team is critical.
  • Collaboration with the Knowledge Management Engineer on call agent efficacy by updating workflows and knowledge articles is necessary.
  • Working on projects assigned by the Client to enhance customer experience is also required.
  • Training the Contact Centre team based on provided resources and taking ownership of team results are essential.
  • Coordinating with stakeholders to ensure accurate information dissemination is also vital.
  • Supporting and guiding the Contact Centre team in proficiency and knowledge of the programme is crucial.
  • Providing feedback and recommendations on service delivery is also necessary.

Key Skills: Strong leadership skills, excellent communication skills, ability to work with clients and vendors, knowledge management skills, project management skills, customer service skills.

Benefits: Opportunity to lead a team, opportunity to work with clients and vendors, opportunity to develop modular training, opportunity to create reports and maintain dashboards.

Required Qualifications: Bachelor's degree in Business Administration or related field, 5+ years of experience in contact centre management, strong leadership skills, excellent communication skills.

How to Apply: If you have the required qualifications and experience, please submit your application for this exciting opportunity.

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