Manager - Customer Contact Centre

**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 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, KIA, Citroen, DS, Mitsubishi, Maxus, ORA, smart 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.

Other key responsibilities will include but not limited to:
**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.

**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**
- Deliver performance dashboards to assist in strategic decisions, process enhancements or marketing purpose
- 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

**Job Requirements**
- Degree holder with at least 8-10 years of relevant experience
- Proven work experience in Contact Centre management required
- Strong team manager who is nurturing, proactive and can lead by example
- Familiar with Contact Centre technologies, practices and workflow
- Proven work experience in planning/executing operational processes, team management and able to identify trends and patterns through data analytics
- Proven hands-on experience in managing sizeable teams and budgets
- Excel in stakeholder engagement and management
- Familiar with business processes to support sales, marketing and ecommerce a plus
- Strong vendor and partner management skills
- Creative and able to think out-of-the box
- A structured and organised individual with an eye for details
- Able to multi-task, prioritise and manage multiple projects concurrently
- Strong presentation and influencing skills
- Proactive individual who can work independently with little supervision

**About the Company**

A member of the Jardine Cycle & Carriage Group, C&C is one of the leading automotive groups in Singapore. We started out in 1899 as a trader in nutmegs and other sundries. In more than 100 years since, we have grown to become a major player in the automotive industry in Singapore, retailing Mercedes-Benz, Mitsubishi, Kia and Citroën passenger cars and commercial vehicles. At Cycle & Carriage, it is more than just the recognition we have earned as being the leader in its class. "Exceptional Journeys" encapsulates our passion for our existence. Bringing together high-performing team members and technical excellence to create people-focused experiences that consistently exceed expectations. Whether it is a customer we serve, an employee that we engag