Contact Centre Operations Manager

2 weeks ago

Singapore beBeeTeamLeader Full time $60,000 - $80,000
Job Description

The primary objective of this role is to oversee the performance and service quality of contact centre staff.

This involves ensuring that all personnel under supervision are adequately trained and equipped to provide accurate and timely responses to customer inquiries.

Regular audits will be conducted to assess the quality of contact centre operations, with feedback and recommendations provided to clients on service delivery.

Collaboration with stakeholders will also be required to ensure seamless information dissemination, while taking ownership of team results and developmental needs.

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Key Responsibilities:

  • Trains staff on systems and programme-related information
  • Self-driven with excellent interpersonal and communication skills
  • Good English language proficiency
  • Proficiency in other languages/dialects may be required depending on programme requirements
  • Proficient in Microsoft Excel applications
  • Ability to take initiative, work independently, and accomplish tasks with minimal supervision
  • Ability to work beyond operational hours, if and when required
  • Ability to handle difficult interactions in a professional manner
  • Possess Diploma qualification or above
  • At least 2 years of relevant supervisory experience in contact centre, customer support and customer service functions

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