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Contact Centre Manager

2 months ago

Singapore AGAPE CP HOLDINGS PTE. LTD. Full time
Contact Centre Manager Job Description

At AGAPE CP HOLDINGS PTE. LTD., we are seeking a highly skilled Contact Centre Manager to lead our team of customer service professionals. As a key member of our operations team, you will be responsible for ensuring the smooth day-to-day operations of our contact centre, including training and management of teams to achieve targeted Service Levels.

Key Responsibilities:
  • Conduct regular transaction monitoring and liaise with the Quality team to review calls for the purposes of quality assurance, coaching and training.
  • Ensure that follow-up actions are in place to address any gaps in staff competency and weaknesses.
  • Delegating workflow to Team Leaders and ensuring operational needs are forecasted and addressed adequately.
  • Generating daily, weekly and monthly Operational Health reports to Head of Operations.
  • To do planning, forecasting, implementing and monitoring of assigned campaigns.
  • Ensuring all standards and procedures are followed and maintained.
  • Liaising with clients whenever necessary to align campaign-related issues.
  • Collating and sending monthly campaign performance reports to clients and Agape management.
  • Collating and presenting relevant weekly operational health data to Head of Operations and providing suggestions to address operational gaps as well as forecasted load.
  • Approving annual leaves of respective CSOs and Team Leaders.
  • Preparing and conducting daily huddles to cascade timely information to all CSOs.
  • Attending ad-hoc Train the Trainer sessions whenever new campaigns are onboarded and must be able to transfer relevant information to CSOs via product training sessions.
Requirements:
  • Min. Diploma holder with at least 3 years of relevant experience.
  • At least 3 years of proven experience in people management, customer relationship management and project management.
  • Ability to effectively communicate and engage with senior leadership, peers, staff, customers and other stakeholders.
  • Good knowledge of Contact Centre Management tools and technology.