Senior Customer Experience Manager

1 week ago


Singapore TELE-CENTRE SERVICES PTE LTD Full time

Established in [TELE-CENTRE SERVICES PTE LTD], a renowned player in the industry, is seeking a seasoned Senior Customer Experience Manager to spearhead our call center team. This pivotal role demands exceptional leadership skills, technical proficiency, and an unwavering commitment to delivering top-notch customer service.

About the Role

  • To be the first point of contact for valued customers, providing expert guidance and support to ensure seamless resolution of their queries and concerns.
  • To coach and train team members, fostering a culture of excellence and empowering them to excel in their roles.
  • To conduct regular transaction monitoring and call reviews, driving quality improvement and ensuring adherence to performance standards.
  • To develop and implement training and development plans, promoting employee growth and enhancing business efficiency.
  • To manage fair and consistent application of performance management and disciplinary measures, maintaining a positive work environment.
  • To collaborate across departments to refine business processes and optimize operational results.
  • To generate reports for clients, showcasing key performance indicators and progress.
  • To prepare monthly business reviews, providing insightful analysis and recommendations for strategic growth.
  • To undertake other ad-hoc duties as assigned, demonstrating adaptability and dedication.

Requirements and Qualifications

  • A minimum of 2 years of relevant experience in a supervisory role, preferably within a contact centre or customer service environment.
  • Technical proficiency in Microsoft Office, with excellent knowledge and skills.
  • Superb interpersonal and communication skills, coupled with creativity and problem-solving abilities.
  • The ability to motivate and inspire teams to achieve business targets, driving success through collaborative efforts.
  • Strong leadership and people management skills, with a proven track record of successful team leadership.

Compensation and Benefits

We offer a highly competitive salary, estimated at SGD $50,000 - $70,000 per annum, based on experience. In addition, we provide ongoing training and development opportunities, as well as a supportive work environment that fosters growth and collaboration. If you are a motivated and driven individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.



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