Contact Center Service Manager
3 hours ago
Location: CBD area Employment Type: Full-timeRole Overview We are looking for a dynamic Contact Center Service Manager to lead our customer engagement operations. This role is responsible for managing inbound and outbound contact center activities, ensuring exceptional customer experience, and driving operational excellence through effective leadership and process optimization.Key Responsibilities Oversee daily operations of the contact center, ensuring SLAs and KPIs are consistently met. Lead, coach, and develop a team of agents and supervisors to achieve performance goals. Monitor and analyze call center metrics (e.g., service levels, average handling time, customer satisfaction) and implement improvement strategies. Develop and enforce policies, procedures, and quality standards for customer interactions. Manage workforce planning, scheduling, and resource allocation. Handle escalated customer issues and ensure timely resolution. Collaborate with cross-functional teams to align customer service objectives with business goals. Prepare and present performance reports to senior management. Identify opportunities for automation and technology enhancements to improve efficiency and customer experience. Drive initiatives that meet industry excellence standards, including experience in achieving CAAS (Customer Assurance Accreditation Standard) awards or similar certifications. Qualifications & Skills Bachelor's degree in Business, Communications, or related field. Minimum 5 years of experience in contact center management. Strong leadership and team-building skills. Excellent communication, problem-solving, and decision-making abilities. Proficiency in contact center software, CRM systems, and reporting tools. Ability to analyze data and drive process improvements. Proven track record in implementing quality frameworks and achieving CAAS or equivalent customer service awards. Preferred Attributes Experience in high-volume, multi-channel environments (voice, email, chat). Knowledge of workforce management tools and quality assurance frameworks. Customer-centric mindset with a focus on continuous improvement.
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Contact Center Service Manager
1 week ago
Singapore PERSOL SINGAPORE PTE. LTD. Full timeLocation: CBD area Employment Type: Full-time Role Overview We are looking for a dynamic Contact Center Service Manager to lead our customer engagement operations. This role is responsible for managing inbound and outbound contact center activities, ensuring exceptional customer experience, and driving operational excellence through effective leadership and...
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VP of Service Delivery
5 days ago
Singapore Citigroup Inc. Full timeA multinational financial services corporation is seeking an SVP - Head of Service Delivery for the Contact Center in Singapore. This role involves leading contact center operations to ensure exceptional customer service and operational efficiency. The ideal candidate has over 12 years of experience in customer operations, including senior management, and is...
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Singapore Citibank (Switzerland) AG Full time## For additional information, please review .SVP - Head of Service Delivery - Contact Center page is loaded## SVP - Head of Service Delivery - Contact Centerlocations: Singapore Singaporetime type: Full timeposted on: Posted 24 Days Agojob requisition id: The SVP - Head of Service Delivery - Contact Center will lead and oversee all aspects of contact center...
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Singapore Citigroup Inc. Full timeOverview The SVP - Head of Service Delivery - Contact Center will lead and oversee all aspects of contact center operations, ensuring exceptional customer service delivery, operational efficiency, and compliance with regulatory guidelines. This role is responsible for conceptualizing, planning, and executing strategic initiatives to modernize and innovate...
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Singapore Citi Full time $120,000 - $200,000 per yearThe SVP - Head of Service Delivery - Contact Center will lead and oversee all aspects of contact center operations, ensuring exceptional customer service delivery, operational efficiency, and compliance to regulatory guidelines. This critical role is also responsible for conceptualizing, planning, and executing strategic initiatives to modernize and innovate...
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Singapore Citi Full time $120,000 - $240,000 per yearDiscover your future at CitiWorking at Citi is far more than just a job. A career with us means joining a team of more than 230,000 dedicated people from around the globe. At Citi, you'll have the opportunity to grow your career, give back to your community and make a real impact.Job OverviewThe SVP - Head of Service Delivery - Contact Center will lead and...
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Technical Consultant
1 week ago
Singapore NEWBRIDGE ALLIANCE PTE. LTD. Full timeOur client is a Listed company, specializing in contact center software and other communication technology. **Principal Responsibilities** - Develop and deliver consulting services that support business development & demand generation of the contact centers - Strong focus on Value Realization Services consulting bookings, new revenue growth and renewal of...
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Contact Center Team Lead
2 weeks ago
Singapore Peoplebank Asia Full timeJoin to apply for the Contact Center Team Lead role at Peoplebank Asia . Job Title: Team Leader – Contact Center Location: Suntec, Singapore Employment Type: Full-time Contract Salary Range: Up to SGD 4,500 per month Eligibility: Open to Singaporeans Job Overview We are looking for a Team Leader to supervise and guide a team of Customer Service Officers...
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Transformation Lead
2 weeks ago
Singapore Citi Full timeThe Transformation Lead provides full leadership and supervisory responsibility. Provides operational/service leadership and direction to team(s). Applies in-depth disciplinary knowledge through provision of value-added perspectives or advisory services. May contribute to the development of new techniques, models and plans within area of expertise. Strong...
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Contact Center Manager
6 days ago
Singapore ZENITH INFOTECH (S) PTE LTD. Full timeZenith infotech (S) is a Tech Recrutiment frim with 27 years of history. We support our clients from various government agenceis as well as corporates. Currently, one of our clients are looking out for **Contact Center Manager, 12 months contract **to stat with. **Requirements**: - Provide leadership and regular coaching to Team Leaders and Agents. -...
