Call Centre Manager

2 days ago

Singapore WILSON PARKING (SINGAPORE) PTE. LTD. Full time
As a Call Centre Manager , you will be responsible for overseeing the daily operations of our call centre, managing a team of customer service agents, and ensuring that performance targets are met. You will play a key role in driving customer satisfaction, optimizing operational efficiency, and maintaining a positive and productive work environment.
Key Responsibilities
  • Team Leadership : Supervise, mentor, and motivate a team of call centre agents, ensuring high levels of engagement and performance.
  • Performance Management : Set and monitor KPIs (Key Performance Indicators) for the team, and provide regular feedback, coaching, and training to improve individual and team performance.
  • Operational Efficiency : Oversee daily call centre operations, including call volumes, service levels, and resource allocation, to ensure optimal performance and customer satisfaction.
  • Customer Satisfaction : Monitor customer interactions, ensure issues are resolved promptly, and proactively address any service gaps to improve customer satisfaction.
  • Training & Development : Identify training needs, provide ongoing support, and implement development programs for agents to enhance skills and productivity.
  • Reporting & Analysis : Compile and present regular reports on team performance, call centre metrics, and customer feedback to senior management.
  • Problem Solving : Address complex customer issues, escalate when necessary, and ensure effective resolution.
  • Compliance & Quality Assurance : Ensure adherence to company policies, procedures, and regulatory standards, and implement quality control measures for customer interactions.
  • Process Improvement : Continuously review and recommend improvements to processes, workflows, and tools to enhance operational efficiency and service quality.
Qualifications & Skills
  • Proven experience (3+ years) in managing or supervising a call centre or customer service team.
  • Strong leadership skills with the ability to motivate and develop teams to achieve performance goals.
  • Excellent communication, interpersonal, and problem-solving skills.
  • Strong analytical skills with experience in generating reports and interpreting performance data.
  • Ability to manage multiple priorities in a fast-paced environment.
  • In-depth knowledge of call centre operations, performance metrics, and customer service best practices.
  • Proficient in call centre software and Microsoft Office Suite.
  • Ability to work flexible hours, including evenings or weekends, if required.
Personal Attributes
  • Customer-centric with a strong focus on delivering exceptional service.
  • Results-driven and detail-oriented.
  • Strong organizational and time management skills.
  • Adaptable and able to thrive in a dynamic, fast-paced environment.
  • A proactive problem solver with a positive, can-do attitude.

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