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Senior Contact Centre Manager

2 weeks ago

Singapore beBeeService Full time
Customer Service Operations Director

Job Title: Customer Service Operations Director

We are seeking an experienced customer service operations director to oversee the daily operations of our contact centre, ensuring seamless service delivery and exceptional customer experience.

About the Role:

The ideal candidate will have a proven track record in managing contact centre operations, with expertise in program management, communication, and problem-solving. They will be responsible for translating client policies and service requirements into actionable operational procedures, meeting internal and client-defined service level agreements, and handling escalated customer complaints and enquiries.

Key Responsibilities:

  • Manage the daily operations of the contact centre, ensuring smooth and efficient service delivery
  • Work with clients to understand and translate their policies and service requirements into clear, actionable operational procedures
  • Accountable for meeting both internal and client-defined service level agreements (SLAs)
  • Handle escalated or complex customer complaints and enquiries with professionalism and resolution-focused strategies
  • Oversee human resource planning and recruitment to ensure staffing levels meet operational needs
  • Coach, mentor, and motivate a diverse team to achieve performance targets and maintain high service standards
  • Prepare and present regular management reports to monitor service quality, operational performance, and identify areas for improvement
  • Participate in internal audits and implement corrective actions to enhance service quality and compliance
  • Ensure adherence to personal data protection policies and uphold the security of operational systems and customer information
  • Collaborate with business development teams to support the preparation of business quotations and proposals

Requirements:

To succeed in this role, you will need:

A minimum 5 years of relevant Contact Centre experience with 3 years of Management experience

Possess highly developed program management skills, including analytical and problem-solving abilities

Demonstrated excellent communication, consultation, negotiation, and advocacy skills

Ability to lead and manage professional staff, vendors, and teams

Able to think strategically, solve problems, and negotiate effectively

Benefits:

We offer a range of benefits that make us stand out as a great employer:

An environment where you can work on cutting-edge technologies and architectures

A safe space where diverse perspectives are valued and celebrated

Meaningful work and projects that make a difference in people's lives

A fun, passionate, and collaborative workplace

Competitive remuneration and comprehensive benefits

What We Offer:

We believe in providing opportunities for growth and development. As a Customer Service Operations Manager, you will have the chance to:

Develop your leadership and coaching skills

Contribute to the success of our contact centre team

Gain experience in managing cross-functional teams

Mentor and coach junior staff members

Join us and discover a career that makes a real impact