Contact Centre Manager

7 hours ago

Singapore Singapore Airlines Full time

Responsibilities include:
1. Vendor Contracting Management & Reporting
- Support and participate in contract negotiations for new or existing contact center vendors.
- Understand and use various contracting models (eg FTE/UTP) to develop reward/penalty system to hold vendors accountable for meeting high performance standards and driving necessary remediation actions.
- Report key business metrics to management, measuring results and actionable feedback to the field.
- Provide analytics and guidance to management to ensure that operational metrics are achieved, including but not limited to (i) Average wait time, (ii) Service Levels, (iii) Occupancy and Productivity.
- Work with internal departments to add insights into operational reports and data and direct the development and implementation of all contact center reporting needs to ensure achievement of departmental goals and identify areas for improvement.
- Monitor performance to ensure attainment of service and budget goals.
- Contribute to the annual and ongoing budget process.

2. Demand Management & Analytics
- Identify best practises to improve processes and customer experience.
- Develop actionable insight into the root causes of contacts and customer dissatisfaction.
- Identify self-service opportunities for customers, quantify the impact and work with the relevant business units to develop them.
- Create customer experience business cases for improvement initiatives.
- Monitor impact of improvement initiatives to assure benefits.
- Experience using big data analytical tools (e.g. Tableau, etc.) and speech analytics software (NICE, Verint, Google etc.).
- Experience leading analytics using multiple, complex data sets (>10M rows of data, structured & unstructured data).

**Required Skills**:

- A good degree in any discipline.
- Preferably at least 5 years of experience in call centre management and operations.
- Knowledge of call centre processes and systems (eg Genesys, WFM).
- Experience of service delivery through mix of global outsourcers.
- Strong mathematical skills to help collect, measure, organize and analyze data.
- Technical proficiency regarding database design development, data models, techniques for data mining, and segmentation.
- Knowledge of programming languages such as SQL, R, and Python.
- Knowledge of data visualization software like Tableau, Qlik.
- Professional and technical knowledge from tracking emerging trends in contact centre operations management.
- Airline background and Customer Operations Performance Centre (COPC) qualifications would be a bonus.
- Adept at commercial negotiation.
- Good Interpersonal and Communication skills.
- Self-motivated.
- Strong leadership skills and team player.
- Comfortable working under deadlines with the ability to multi-task.

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