Head of Customer Contact Centre
5 days ago
Joining C&C is a distinctive opportunity to develop your career within a successful organization where everyone respects each other and enjoys working together. We recognize your performance in both tangible and intangible ways, by providing you development opportunities and making you feel respected. The Opportunity You will be a member of Cycle & Carriage Singapore (CCS) reporting to the General Manager, Customer Engagement and Communications. Your accountabilities cover the marques we represent in Singapore, namely, Mercedes-Benz, Mitsubishi, Kia, Citroën, DS Automobiles, Maxus, ORA, smart, PEUGEOT, Leapmotor, and Gogoro. You will lead the Contact Centre strategy and operations in bid to strengthen our customer service delivery, cross-sell and up-sell our products and services. The goal is to create lasting, memorable and exceptional service experiences for our customers, colleagues and partners. We target to achieve this by channel matching our customer segments to deliver the right service via the right channel that matches their needs and expectations. You will also create opportunities to upsell and cross-sell to enhance business profitability. Your core responsibilities will include the following: Capabilities Development Set the strategy for the development of the contact centre, staying ahead and implementing new practices and technologies, ensuring that we maintain and enhance service quality and improve productivity Develop plans and offer insight and knowledge to the organisation on the use of new tools and technologies; Telephony, CRM, WFM, AI, VR or AR to improve productivity and service quality, create a cost-effective operation, meeting SLAs/KPIs and delivering quality assurance Operations Management Setting KPIs and manage daily operations to deliver best-in-class service, meeting or exceeding all KPIs and within budget Responsible for end-to-end customer contact processes, escalations and their associated customer experience Support initiatives to drive sales and compliments, improve quality, efficiency, productivity and reduce complaints Work with Sales and After-sales teams to ensure a consistent and seamless customer experience and journey Work with the relevant departments to formulate and support crisis management and business continuity plans Work with the relevant departments to curate products and services for telesales, including operational planning, target setting and running day-to-day telesales operations HR Management Work with HR and Business Units on the recruitment, induction, training, performance review and coaching needs for Contact Centre agents Review and define all roles, escalation structures, resource planning and specialist requirements Guide team leaders; lead, inspire and create a motivating environment and engaged colleagues Analytics & Reporting Run, analyse, and present regular reports and call/email patterns (service levels, productivity and quality), including the formulation of work improvement plans Deliver performance dashboards to assist in strategic decisions, process enhancements or marketing purposes Perform forecasting of volume based on historical patterns or upcoming activities Perform external or internal research to identify trends and patterns to future-proof operations and formulate future operational plans #J-18808-Ljbffr
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Head of Centre
1 week ago
Singapore STAG MATCH LEARNING CENTRE PRIVATE LIMITED Full timeStag Match® is a registered education business that has become a leading education business in the education industry. Our growing services are in-line with Singapore’ Education system, which focuses on students’ creative thinking and analytical skills. We are looking for an independent, self motivated, passionate and initiative Centre Head...
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Head of Centres
5 days ago
Singapore STAG MATCH LEARNING CENTRE PRIVATE LIMITED Full timeStag Match® is a registered education business that has become a leading education business in the education industry. Our growing services are in-line with Singapore’ Education system, which focuses on students’ creative thinking and analytical skills. We are looking for an independent, self motivated, passionate and initiative Centre Head...
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Executive, Contact Centre
2 weeks ago
Singapore National Skin Centre(S) Pte Ltd Full time-Family Group: Administration **CHALLENGES** You will assist the department Manager/HOD in the development and management of the Contact Centre. You will be involved in resource planning and staff management to ensure efficient deployment of staff. You will also review, improve and streamline workflow processes to ensure Contact Centre operates at optimal...
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Manager - Customer Contact Centre
2 weeks ago
Singapore Cycle & Carriage Full time**General information**: **Name** Manager - Customer Contact Centre **Ref #** 950 **Date** Wednesday, January 15, 2025 **Department** Customer Engagement Department **Description & Requirements**: Joining C&C is a distinctive opportunity to develop your career within a successful organization where everyone respects each other and enjoys working together. We...
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Customer Service Officer, Contact Centre
5 days ago
Singapore Income Insurance Limited Full timeAs the service ambassador of our company, you will identify and address customers' uncertainties. You will offer solutions and lend a helping hand in alleviating their concerns. Your active listening and reassuring voice will come a long way in ensuring that our policyholders' enquiries are handled in a prompt and professional manner on a daily basis and...
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Executive Manager
3 days ago
Singapore National Environment Agency Full time**What the role is** The Service Experience Department (SED) oversees the operations of the NEA Contact Centre, drives the design and development of digital services as well as develops deep understanding of customer behaviours and requirements through analysis of customer data and service information. **What you will be working on** You will lead the...
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Assistant Manager, Customer Contact Centre
7 days ago
Singapore Changi Airport Group Full timeWe are looking for a highly driven and energetic individual to handle and manage the day-to-day operations for the Commercial Customer Contact Centre. You will play a critical role in managing the customer contact centre and service team. You will work closely with internal stakeholders and outsourced partners to achieve a top-class customer experience,...
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Contact Centre Manager
5 days ago
Singapore RMA CONTRACTS PTE. LTD. Full time**Responsibilities**: - Manage day-to-day operations of the contact centre, ensuring efficient and effective handling of customer inquiries, complaints, and requests. - Develop and implement strategies to setup contact centre performance, including optimizing processes, workflows, and technology solutions. - Lead and motivate a team of customer service...
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Sr Executive, Contact Centre
2 weeks ago
Singapore National Skin Centre(S) Pte Ltd Full time-Family Group: Administration **Responsibilities**: You will assist the department Manager/HOD in the development and management of the Contact Centre. You will be involved in resource planning and staff management to ensure efficient deployment of staff. You will also review, improve and streamline workflow processes to ensure Contact Centre operates at...
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Assistant Manager
3 days ago
Singapore National Environment Agency Full time**What the role is** The Service Experience Department (SED) oversees the operations of the NEA Contact Centre, drives the design and development of digital services as well as develops deep understanding of customer behaviours and requirements through analysis of customer data and service information. **What you will be working on** Reporting to the Head...
