Call Centre Manager

3 days ago

Kallang Way, Singapore Wilson Parking (Singapore) Pte Ltd Full time $90,000 - $120,000 per year

As a Call Centre Manager / Assistant Manager, you will be responsible for overseeing the daily operations of our call centre, managing a team of customer service agents, and ensuring that performance targets are met. You will play a key role in driving customer satisfaction, optimizing operational efficiency, and maintaining a positive and productive work environment.

Key Responsibilities

  • Team Leadership: Supervise, mentor, and motivate a team of call centre agents, ensuring high levels of engagement and performance.
  • Performance Management: Set and monitor KPIs (Key Performance Indicators) for the team, and provide regular feedback, coaching, and training to improve individual and team performance.
  • Operational Efficiency: Oversee daily call centre operations, including call volumes, service levels, and resource allocation, to ensure optimal performance and customer satisfaction.
  • Customer Satisfaction: Monitor customer interactions, ensure issues are resolved promptly, and proactively address any service gaps to improve customer satisfaction.
  • Training & Development: Identify training needs, provide ongoing support, and implement development programs for agents to enhance skills and productivity.
  • Reporting & Analysis: Compile and present regular reports on team performance, call centre metrics, and customer feedback to senior management.
  • Problem Solving: Address complex customer issues, escalate when necessary, and ensure effective resolution.
  • Compliance & Quality Assurance: Ensure adherence to company policies, procedures, and regulatory standards, and implement quality control measures for customer interactions.
  • Process Improvement: Continuously review and recommend improvements to processes, workflows, and tools to enhance operational efficiency and service quality.

Qualifications & Skills

  • Proven experience (3+ years) in managing or supervising a call centre or customer service team.
  • Strong leadership skills with the ability to motivate and develop teams to achieve performance goals.
  • Excellent communication, interpersonal, and problem-solving skills.
  • Strong analytical skills with experience in generating reports and interpreting performance data.
  • Ability to manage multiple priorities in a fast-paced environment.
  • In-depth knowledge of call centre operations, performance metrics, and customer service best practices.
  • Proficient in call centre software and Microsoft Office Suite.
  • Ability to work flexible hours, including evenings or weekends, if required.

Personal Attributes

  • Customer-centric with a strong focus on delivering exceptional service.
  • Results-driven and detail-oriented.
  • Strong organizational and time management skills.
  • Adaptable and able to thrive in a dynamic, fast-paced environment.
  • A proactive problem solver with a positive, can-do attitude.

  • Centre Manager

    7 days ago

    Kallang, Singapore Care Community Services Society Full time

    **Join our CareElderly Team at our Active Ageing Centres**to keep the seniors active and empower them with a renewed sense of purpose to become channels of support in the community! Our Active Ageing Centres are currently positioned at 2 different locations at Circuit Road and Serangoon North, serving the seniors in the surrounding blocks, including rental...

  • Management Associate

    4 days ago

    Kallang, Singapore Vantager Solutions Pte Ltd Full time

    Do you aspire to be a leader? At Vantager, we are looking to groom our next batch of leaders in corporate advisory, serving companies in Singapore. Job Scope - Manage and strategize for various Businesses owned by the company e.g. Swim school, Corporate Advisory firm, Call centre etc - Source for new business partners/vendors for existing business to...

  • Security Engineer

    2 weeks ago

    Kallang Way, Singapore Ensign InfoSecurity (Singapore) Pte. Ltd. Full time $60,000 - $120,000 per year

    Key Responsibilities· Provide remote corrective and preventive maintenance support on assigned security solutions.· Perform fulfillment of service requests on assigned SaaS-based security solutions, such as onboarding, setup of custom reports and dashboards· Develop and maintain support documents including instructions to perform patching, version...

  • Data Centre Support Engineer

    2 days ago

    Kallang, Singapore NTT DATA Full time

    **Make an impact with NTT DATA** Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it’s a place where you can grow, belong and thrive. **Your day at NTT DATA** The...

  • Admin Executive

    6 days ago

    Kallang Way, Singapore Firstcom Academy Pte. Ltd. Full time $30,000 - $42,000 per year

    Position Overview:As an Admin handling Quality Assurance, you will play a crucial role in maintaining the integrity and quality of our sales processes. Your primary responsibility will be to reach out to customers post-sale to ensure that each sale is legitimate and that customers meet the necessary prerequisites for our courses or services. This role...

  • Collaboration Technical Services Systems Integration Specialist

    1 week ago

    Kallang, Singapore NTT DATA Full time

    **Make an impact with NTT DATA** Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it’s a place where you can grow, belong and thrive. **Your day at NTT DATA** This...

  • Tech Refresh Engineer L1

    9 hours ago

    Kallang, Singapore Rapsys Technologies Full time

    Experience of Windows 10 and Microsoft Outlook Client - Clear Spoken & Written English. - experience providing desktop remote support - Previous IT helpdesk and/or call centre support experience, including providing remote support via the telephone or using remote tool will be added advantages - Demonstrate knowledge in the support of workstations, and...

  • Temp Service Desk

    3 days ago

    Kallang, Singapore Alpsoft Technologies Pte. Ltd. Full time $31,200 per year

    Location : Bendemeer Road ( near Boon keng Mrt)Mon to Fri, 9am-6pm or 8am-5pm.2month temp to support service desk team.Responsibilities:· Respond to the incoming enquiries/incident/request (Call, Email, Portal etc.) within Service Level Agreement (SLA)· Record and manage all issues in IT Service Management (ITSM).· Perform 1st level trouble-shooting on...

  • Quality Assurance Specialist

    1 week ago

    Kallang, Singapore AIG Full time

    Your contribution at AIG As a contributor at AIG you are the one the clients turn to in times of need. You act with speed, composure, compassion and knowledge to solve problems and the work you do every day is the heart of AIG’s business. - Responsible for assessing the voice and non-voice transactions undertaken by Contact Centre team - Conduct...

  • Cleaner (Part-time)

    9 hours ago

    Kallang, Singapore Little Marvels Therapy Full time

    Part time morning shift only, timing negotiable, 6 therapy rooms with NO Toilet Washing. Great work environment! - General cleaning and sanitization of centre according to NEA guidelines - Disposal of rubbish - Clean the tables, chairs & shelves - Wiping high-touch areas such as door knobs, light switches, toys and equipment - Upkeep Cleanliness of Office,...