Service Excellence Manager

3 days ago

Singapore beBeeOperations Full time

Job Title:

  • Senior Operations Manager

About the Job

We are seeking a seasoned operations manager to oversee our contact centre services. The ideal candidate will have a proven track record of managing high-performing teams, ensuring excellent customer service, and driving business growth.

Key Responsibilities

  • Team Leadership : Manage a team of contact centre professionals, providing coaching, mentoring, and performance feedback to ensure exceptional customer experiences.
  • Auditing and Quality Control : Conduct regular audits of team calls to ensure adherence to guidelines and service level agreements.
  • Customer Case Management : Coordinate with stakeholders to handle and resolve customer cases, requests, and enquiries in a timely and professional manner.
  • Process Improvement : Evaluate issues, needs, and insights, and implement process improvements to enhance efficiency and effectiveness.
  • Communication and Reporting : Ensure prompt communication with stakeholders, including shift updates on service levels and key performance indicators.

Requirements

To be successful in this role, you will need:

  • A minimum of three years of relevant experience in handling contact centre cases in a call centre or service industry environment.
  • Proven experience in managing teams, including monitoring performance, coaching, and providing feedback to improve service standards.
  • Familiarity with government services and procedures is highly advantageous.
  • Excellent problem-solving and decision-making skills to handle escalated customer enquiries and complaints effectively.
  • Strong leadership and interpersonal skills to motivate and manage a team to achieve service excellence.
  • Excellent communication skills, both written and verbal.

Preferred Qualifications

Prior experience in customer service, leadership, or sales would be an asset, as would fluency in multiple languages (Mandarin, Malay, Cantonese).

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