Call Centre Manager

6 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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