Contact Centre Manager

3 days ago

Singapore Singapore Airlines Full time

This role is a key factor in driving operations and guide vendors to deliver a best in class experience to our customers.

Responsibilities include:

- Monitor daily / weekly / monthly performance on TSF, PCS, Quality and other key operational metrics.
- Conduct Monthly/Quarterly Performance Review for vendors.
- Conduct needs assessments and cost/benefit analyses.
- Identify and evaluate technological options for improving operations and customer experience.
- Review and seek approval / concurrence from the respective BUs to grant more empowerment to the frontline agents (with number of cases and justifications to support the higher empowerment).
- Review vendor’s recruitment and training plan and monitor the progress to ensure they are on track.
- Regular review of the training materials along with inhouse training team to ensure they are up to date and aligned to the learning objectives.
- Provide guidance/advice/approval to the Operations Team for escalated cases.
- Work with BUs and vendor to support the new initiatives, prepare the agents by arranging briefings, training, FAQs and scripts to be provided to ensure smooth transition.

**Required Skills**:

- Degree in any discipline.
- Experience in call center management.
- Knowledge of call center processes and systems (e.g. workforce management, IVR).
- Professional and technical knowledge from tracking emerging trends contact center operations management.
- Experience in frontline customer service and operations management.
- COPC qualifications would be a bonus.
- Good interpersonal and communication skills.
- Good negotiation skills.
- Able to make objective judgement and timely decision.
- Customer centric and service oriented.
- Self-motivated.
- Strong leadership skills and team player.
- Able to work under stressful environment and be able to multi task.

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