Contact Centre Manager

2 weeks ago

Singapore RMA CONTRACTS PTE. LTD. Full time

Work closely with stakeholders to achieve desired service levels and deliver positive customer experience.
- Highlight gaps in proficiency and/or knowledge of Team Leads (TLs) and Contact Center Staff(CCS).
- Oversee the Contact Centre operations and ensure resources are available to meet Key Performance Indicators (KPIs) (including targeted performance levels and target service levels as stated in the Contract).
- Coordinate with stakeholders on the training requirements and the conduct of training
- Identify and propose opportunities for improvements to processes, efficiency, and service quality
- Prepare reports with all required information to the Client.
- Attend regular meetings with Client and relevant stakeholders
- Performs quality audit checks on the CCS handling the programme. Audit checks should include account access, soft skills, knowledge management and resolving MoP’s queries in accordance with the provided resources
- Train CCS based on the provided resources. Prepare competency quiz, test, and check-ins to ensure that CCS are providing with accurate information.

Provide After Action Review report for cases on failure of service delivery and ensure that gaps identified are resolved.

**Job Requirements**:

- Strong Leadership, people management, mentoring, and coaching skills
- Excellent interpersonal skills to engage and establish rapport with internal and external stakeholders to achieve goals and objectives
- Strong knowledge in Contact Centre systems and processes
- Good communication skills in English
- Proficiency in other languages/dialects may be required depending on programme requirements
- Ability to work shifts, weekends, and public holidays when required

Ability to handle difficult interactions in a professional manner

**Job Qualifications**:

- Must possess Diploma/A-Level/Degree

At least 3 years of relevant managerial experience in contact centre, customer support and customer service functions

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