Contact Centre Manager

7 days ago

Singapore Singapore Airlines Full time

As a core team member of the department, you take on one of the most strategic and critical functions of developing and ensuring global operational resilience. To support this business objective, you will be responsible for performing reviews and analyses on customer contact volumes to develop global capacity forecast plans to meet service level targets with the most optimal resourcing. This is business analyst and data analytics role. **Responsibilities include**: - Analyse historical data, key operational metrics, real-time performance, and leading indicators to understand patterns and trends against tolerance levels - Creates forecast models, spreadsheet models and ad-hoc queries to support business analysis, capacity planning, controls and development of a consolidated capacity and resource planning - Use workforce management techniques to provide vendors with timely and accurate forecast volume by channel and site and ensure that each site and vendor have the right allocation of volume to maximise resource efficiencies - Overall network, regional, site and market level requirements - Yearly/monthly/weekly/intra-day forecast - Challenge vendors’ processes on workforce management and optimisation; proactively communicate any deficiencies in coverage or service levels to internal stakeholders, along with any underlying causes and remedial actions - Perform root cause analysis when action plans do not meet desired results - Manage and drive real-time strategies around call routing, agent skilling, vendor utilization, shrinkage management and capacity utilization to meet service levels - Participates in or leads multiple capacities and resource planning-related initiatives, projects, financial planning and budgeting, including month-end reconciliation and rebilling. **Requirements**: - A good university degree in any discipline with >3 years work experience - Highly analytical, love to work with numbers - Intermediate to advance Excel-spreadsheeting level:Use of query tools, automation formulas, automation within SQL database, VBA macros, custom formatting of reports - Good interpersonal and communication skills and adept at commercial negotiation - Self-motivated, multi-tasking, team player - Prior experience in call centre management environment, knowledge of call centre processes and systems (eg Genesys, NICE IEX, Aspect, etc.), COPC certification, will be added advantage

  • Contact Centre Manager

    2 weeks ago

    Singapore Crawfort Pte Ltd Full time

    You will be responsible for the following: Responsible to recruit, train, coach and lead contact centre representatives to ensure high satisfactory of customer service level at all time. Implement manpower planning in line with call volume and calling capacity. Schedule and roster contact centre team considering call arrival pattern and shrinkage. Resolving...

  • IT Director, Contact Centre

    6 days ago

    Singapore Hays Full time

    **Your new company** Your new firm is a market leader in the logistics and supply chain industry with strong branding. This is a newly created position as part of their digital transformation journey to digitalise their Contact Centre. **Your new role** - Spearhead the digital transformation of legacy infrastructure to cloud environment and take ownership...

  • Contact Centre Executive

    4 days ago

    Singapore Alliance Healthcare Group Limited Full time

    Contact Centre Agent (Day Shift)We are seeking a capable and confident Contact Centre professional who can bring valuable experience and sound judgement to our team. In this role, you will be the first point of contact for customers or patients, handling incoming queries via phone and email. You will play an essential part in ensuring a positive customer...

  • Contact Centre Executive

    7 hours ago

    Singapore Alliance Healthcare Group Full time

    Job Description for Contact Centre Agent (Day Shift)We are seeking a capable and confident Contact Centre professional who can bring valuable experience and sound judgement to our team. In this role, you will be the first point of contact for customers or patients, handling incoming queries via phone and email. You will play an essential part in ensuring a...

  • Assistant Supervisor, Contact Centre

    7 days ago

    Singapore BGC Group Full time

    Location: - Singapore- Job Type: - Permanent- Reference: - JO-2212-18630- Sectors- Customer Service- Salary: - Up to $4200 / month**Purpose**: The Assistant Supervisor of the Contact Centre will be in charge of supervising all active Contact Centre PSA members, including handling difficult-to-resolve cases and escalated matters. **Highlights**: - Nearest...

  • Sales and Marketing Intern

    6 days ago

    Singapore Bizlink Centre Singapore Full time

    We are hiring a **Sales & Marketing Intern **to deliver day-to-day duties and responsibilities for Bizlink Centre. Reporting Address**:512 Chai Chee Lane, #01-09, Singapore 469028** **Working Hours**: - Monday - Friday: 8.30am to 5.30pm - Allowance is provided for overtime after working hours. - Devise strategy to improve the quality of customer service...

  • Transformation Lead

    6 days ago

    Singapore Citi Full time

    **General Responsibilities**: - Lead end-to-end project delivery and rollout of various transformation processes working closely with Operations partners, solution design team, development team, test team, integration partners and infrastructure team and regional team. - Own the project plan and delivery accountability and accurate status reporting to Senior...

  • Contact Centre Agency

    6 days ago

    Singapore MCCORKELL & ASSOCIATES PTE LTD Full time

    With a global presence, our company specialises in providing innovative marketing solutions to our clients. Currently, we are seeking dedicated and results-driven Contact Centre Agents to join our team in Singapore. Key Responsibilities: - Conduct outbound calls to existing customers who have shown interest in our client and their offerings. - Generate...

  • Executive, Training and QA

    2 weeks ago

    Singapore Income Insurance Limited Full time

    Executive, Training and QA (Contact Centre)Join to apply for the Executive, Training and QA (Contact Centre)role at Income Insurance Limited Executive, Training and QA (Contact Centre)Join to apply for the Executive, Training and QA (Contact Centre)role at Income Insurance Limited Job Description The role of the QA executive is to ensure the standard of...

  • Operations Executive

    7 hours ago

    Singapore AGAPE CP HOLDINGS PTE. LTD. Full time

    Oversee the day-to-day contact centre operations and maintenance to ensure Service Level as well as relevant Key Performance Indicators are met. Manage resource planning, forecasting and scheduling to drive optimum productivity and utilization. Analyze data and prepare daily, weekly and monthly reports for clients and senior management. Handle customer...