Contact Center Operations Director

5 days ago

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

Job Overview

The 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 leads, and customer service representatives across multiple shifts to achieve exceptional results.
  • Operational Excellence: Manage the daily operations of the contact center, ensuring that service level agreements are consistently met or exceeded by implementing efficient processes and technologies.
  • Performance Analysis: Monitor and analyze contact center performance data to identify trends, implement improvements, and drive accountability among team members.
  • Workforce Planning: Collaborate with Workforce Management analysts to forecast volume, create efficient staffing schedules, and manage real-time adherence to ensure optimal coverage.
  • Quality Assurance: Develop and maintain quality assurance programs to monitor customer interactions, provide constructive feedback, and implement training initiatives to elevate service quality.
  • Customer Experience: Champion the customer experience by developing strategies to improve customer satisfaction (CSAT) and Net Promoter Score (NPS).
  • Process Improvement: Continuously identify and implement process improvements, technological enhancements, and best practices to increase efficiency and agent productivity.
  • Reporting: Prepare and present regular reports on contact center performance, challenges, and achievements to senior management.
    • Requirements:
      • Experience: 5+ years of experience in a contact center management role, with a proven track record of leading large teams in a 24/7 environment.
      • Technical Skills: Deep familiarity with contact center technologies, CRM systems, and Workforce Management principles.
      • Data-Driven Mindset: Strong analytical skills with the ability to interpret data, create reports, and make data-informed decisions to drive performance.
      • Leadership Skills: Exceptional leadership and interpersonal skills with a demonstrated ability to coach, develop, and inspire teams to achieve excellence.
      • Communication: Excellent verbal and written communication skills, with the ability to effectively communicate with frontline staff, peers, and executives.
      • Problem-Solving: A proactive and resilient problem-solver who can manage high-pressure situations, including escalations and crisis management.
      • Education: Bachelor's degree in Business Administration, Communications, or a related field is preferred. Equivalent practical experience will be considered.

What We Offer

A dynamic work environment that fosters growth, learning, and innovation. Opportunities for professional development and career advancement in a rapidly evolving industry.

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