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Call Center Leadership Role

2 weeks ago

Singapore beBeeLeadership Full time $6,000 - $8,000

We are seeking a skilled and experienced Call Center Manager to lead our call center team. The successful candidate will be responsible for overseeing day-to-day operations, ensuring service standards are met, handling escalated issues, and driving continuous improvement in team performance and customer satisfaction.

The ideal candidate will have excellent leadership and communication skills, with the ability to motivate and develop a high-performing team. They will also possess strong analytical and problem-solving skills, with the ability to analyze performance metrics and implement strategies to improve KPIs.

The role will involve supervising and leading a team of call center agents, handling escalated customer complaints professionally and efficiently, coaching and mentoring agents regularly, monitoring staff performance, conducting appraisals, and managing disciplinary actions if necessary.

The Call Center Manager will also be responsible for planning and managing agent schedules to ensure adequate coverage across all shifts, assisting in developing and implementing call center policies and procedures, coordinating with HR on hiring, onboarding, and staff development, performing regular audits to ensure compliance with processes and service quality, and maintaining updated knowledge of company products and services.

If you are a motivated and results-driven individual with excellent leadership and communication skills, we encourage you to apply for this exciting opportunity.

Key Responsibilities:

  • Supervise and lead a team of call center agents
  • Handle escalated customer complaints professionally and efficiently
  • Coach and mentor agents regularly
  • Monitor staff performance and conduct appraisals
  • Manage disciplinary actions if necessary
  • Plan and manage agent schedules
  • Assist in developing and implementing call center policies and procedures
  • Coordinate with HR on hiring, onboarding, and staff development
  • Perform regular audits to ensure compliance with processes and service quality

Requirements:

  • 3+ years of experience in a call center management role
  • Excellent leadership and communication skills
  • Ability to analyze performance metrics and implement strategies to improve KPIs
  • Strong analytical and problem-solving skills
  • Ability to motivate and develop a high-performing team

Benefits:

  • Competitive salary and benefits package
  • Opportunity to work with a dynamic and growing organization
  • Professional development and growth opportunities