Call Centre Manager

Date Posted:
2025-05-16

Country:
Singapore

Location:
8 Kallang Avenue #07-01/09 Aperia Tower 1, Singapore

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About You

As a Call Centre Manager, you will oversee the daily operations of our call centre, ensuring excellent customer service and efficient processes. You will lead a team of call centre representatives, managing their performance and development while optimizing call centre technology to meet business goals.

Key Responsibilities- Manage daily operations, ensuring smooth workflow and adherence to service standards- Develop and implement call centre policies and procedures- Manage call centre representatives’ work schedule, manpower planning and budgeting- Monitor call centre interactions to ensure high-quality customer service and satisfaction- Address and resolve customer complaints and issues promptly- Analyse call centre data to identify trends and areas for improvement- Develop strategies to enhance performance metrics, such as call resolution time and customer satisfaction scores- Optimize the use of call centre technology and software to improve efficiency- Prepare regular reports on call centre performance and present findings to management- Use data-driven insights to make informed decisions and recommendations- Lead, mentor, and develop a team of call centre representatives, encouraging a positive and productive work environment- Visit customers to gain insights on service levels and manage service enhancements- Coordinate with stakeholders internally on service improvements and other service and training related initiatives- Conduct regular performance evaluations and provide constructive feedback

Requirement- Diploma/ Bachelor’s Degree in business administration or a related field- Min. 4 years of experience in call centre management or a similar role- Proven experience in people management, manpower and shift planning as well as budgeting- Customer-centric, able to understand customer journey and empathise with customers across different touch points- Strong interpersonal communication and relationship building skills, capable of bridging differences with people from diverse backgrounds- Analytical mindset with a focus on data-driven decision-making and problem-solving skills- Proficiency in call centre software and technology- A leader and a team player who enjoys working in dynamic and multicultural business environment
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