Contact Centre Manager

7 days ago

Singapore TERRA SYSTEMS PTE. LTD. Full time

Terra is a dynamic company with a strong presence across the Asia Pacific region, specialising in innovative communication solutions and services driven by AI technologies. Our comprehensive portfolio includes both hardware and software products, along with tailored services that empower our clients and partners to maintain a competitive edge. At Terra, we are unwavering in our commitment to delivering the highest service levels and exceptional customer experiences.

We are looking for a dedicated and professional Contact Centre Manager to join our team In this role, you will oversee the daily operations of a call centre, ensuring that customer service goals are met and that the team delivers exceptional customer experiences. Join us to make a difference in each customer interaction and grow your career in a supportive, dynamic environment.

**Responsibilities**:

- Liaise with and monitor service level of Call Centre, including preparing statistical reports for call centre operations
- Coach call center staff through challenging customer service issues.
- Service audits on calls and provide detailed incident report on the interactions
- Analyse call center data and prepare reports for upper management.
- Evaluate staff effectiveness and performance annually or need basis.
- Lead team meetings and give presentations to executives.
- Develop monthly, quarterly, and annual call center goals and action plans.
- Prepare work schedules to ensure sufficient coverage.
- Create personnel and supply budgets for approval.

Working Hours
- 9.00am - 6.00pm (Monday to Friday), work from office.

**Job Requirements**
- Min Diploma or Degree holder
- Strong communication and interpersonal abilities.
- Supervisory experience in call center setting is required
- Excellent organizational and problem-solving skills.

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