Contact Centre Operations Manager

19 hours ago

Singapore BODYWERKZ PTE. LTD. Full time
Job Description

We are seeking a seasoned Contact Centre Operations Manager to join our team at BODYWERKZ PTE. LTD.

About the Role

The successful candidate will be responsible for overseeing the day-to-day operations of our contact centre, ensuring that our high standards of customer service and efficiency are consistently met. Key responsibilities include:

  • Managing KPIs: Develop and implement strategies to achieve and exceed key performance indicators, driving business growth and improvement.
  • Leading Daily Operations: Supervise and coordinate the activities of the contact centre team, ensuring seamless execution of tasks and projects.
  • Report Preparation and Analysis: Conduct thorough analysis of reports to inform business decisions, identifying areas for improvement and opportunities for growth.
  • Call Monitoring and Coaching: Provide coaching and feedback to team members to enhance their skills and performance, promoting a culture of excellence.
  • Customer Expectation Management: Ensure that customer needs and expectations are met through effective communication, issue resolution, and follow-up.
  • Team Management: Lead and develop a high-performing team, fostering a positive and inclusive work environment.
  • Analytical and Excel Skills: Utilize analytical and excel skills to drive data-driven decision-making and process improvements.
  • Effective Communication and Presentation: Communicate complex information effectively to various stakeholders, including customers, team members, and senior management.
  • Supervisory Experience in Contact Centres: Possess at least 2 years of supervisory experience in a contact centre environment, with a proven track record of success.
  • Preferrable Beauty Experience: Previous experience in the beauty industry is desirable but not essential.

Required Skills and Qualifications

To be considered for this role, you should possess the following qualifications and skills:

  • Candidate must have CRM, Coaching, Customer Retention, Courts, Management Skills, Microsoft Excel, Analytical Skills, Quality Assurance, Information Technology, Project Management, Digital Marketing, Excel, Presentation Skills, Statistics, Microsoft Word, Customer Service, Scheduling, Bridge, Call Center experience or equivalent combination of education and experience.

Estimated Salary Range

Our estimated salary range for this position is $45,000 - $65,000 SGD per annum, depending on the candidate's level of experience and qualifications. We offer a competitive remuneration package, commensurate with your skills and expertise.

Benefits

As a valued member of our team, you can expect to enjoy a comprehensive benefits package, including:

  • Medical Benefits: Comprehensive medical insurance covering hospitalisation, surgeries, and out-patient treatments.
  • Dental Benefits: Coverage for dental services, including routine check-ups, fillings, and extractions.
  • Leave Benefits: Enjoy generous annual leave, sick leave, and public holiday entitlements.
  • Professional Development Opportunities: Access to training programs, workshops, and conferences to enhance your skills and knowledge.

About Us

At BODYWERKZ PTE. LTD., we pride ourselves on delivering exceptional customer experiences through our dedicated team of professionals. If you share our passion for delivering outstanding service and are committed to helping us achieve our goals, we encourage you to apply for this exciting opportunity.

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