Contact Centre Manager

2 hours ago

Macpherson, Singapore Hai Leck Holdings Limited Full time $60,000 - $120,000 per year

We are looking for a Contact Centre Manager to oversee daily operations, drive team performance, ensure service excellence, and lead continuous improvement across all processes and services.

Job Responsibilities:

  • Lead day-to-day operations to ensure all service level targets are consistently met
  • Proactively manage operational and resource matters, such as leave planning and workforce deployment, to ensure smooth service delivery
  • Respond promptly to operational issues requiring early intervention; develop and implement effective action plans
  • Manage and resolve VIP escalations with professionalism and efficiency
  • Analyze performance data and prepare comprehensive productivity reports for management, highlighting key trends and improvement areas
  • Identify operational gaps and collaborate with relevant departments to develop and roll out timely solutions
  • Ensure all projects maintain comprehensive and updated Standard Operating Procedures (SOPs) aligned with the agreed scope of work
  • Develop and implement operational KPIs and incentive programs to drive team performance and align outcomes with organizational goals
  • Uphold high standards of transaction handling for calls/ emails/ chats etc and ensure timely resolution of customer concerns by the delivery team
  • Foster a culture of personalized and professional service to enhance customer satisfaction
  • Conceptualize and implement value-added services for continuous service enhancement through collaboration with clients
  • Utilize contact centre technology and features effectively to improve service delivery and operational efficiency

Job Qualifications:

  • Diploma or higher qualification
  • Minimum 3 years of management experience in a contact centre environment
  • Excellent communication and interpersonal skills
  • Strong time management and organisational abilities
  • Familiarity with AI technologies and advanced contact centre tools

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