Contact Centre Manager
3 days ago
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
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Contact Centre Manager
2 weeks ago
Singapore RMA CONTRACTS PTE. LTD. Full time**Responsibilities**: - Manage day-to-day operations of the contact centre, ensuring efficient and effective handling of customer inquiries, complaints, and requests. - Develop and implement strategies to setup contact centre performance, including optimizing processes, workflows, and technology solutions. - Lead and motivate a team of customer service...
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Contact Centre Manager
2 weeks ago
Singapore Crawfort Pte Ltd Full timeYou 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...
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Contact Centre Manager
2 weeks ago
Singapore Crawfort Pte Ltd Full timeYou 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...
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Contact Centre Manager
22 hours ago
Singapore RMA CONTRACTS PTE. LTD. Full timeWork closely with stakeholders to achieve desired service levels and deliver positive customer experience. - Highlight gaps in proficiency and/or knowledge of Team Leads (TLs) and Contact Center Staff(CCS). - Oversee the Contact Centre operations and ensure resources are available to meet Key Performance Indicators (KPIs) (including targeted performance...
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Contact Centre Manager
1 week ago
Singapore ELLIOTT MOSS CONSULTING PTE. LTD. Full timeDegree with at least 5 years of experience in managerial positions in the contact centre industry. - Provide leadership and regular coaching to Team Leaders and Agents. Responsible for managing the day-to-day running of the contact centre, which includes effective resource planning in ensuring KPIs are consistently achieved. - Work closely with HR to ensure...
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Executive Manager
2 weeks ago
Singapore National Environment Agency Full time**What the role is** The Service Experience Department (SED) oversees the operations of the NEA Contact Centre, drives the design and development of digital services as well as develops deep understanding of customer behaviours and requirements through analysis of customer data and service information. **What you will be working on** You will lead the...
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Contact Centre Executive
2 days ago
Singapore Alliance Healthcare Group Full timeJob 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...
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Executive, Contact Centre
1 week ago
Singapore Singapore Life Ltd. Full timeSingapore, Singapore, Singapore (4 Shenton Way, SGX Center 2) - Department - CS Contact Centre Team - Job posted on - Aug 11, 2025 - Employee Type - Permanent - Full Time - Experience range (Years) - 0 - 3 years Singlife is a leading homegrown financial services company, offering consumers a better way to financial freedom. Through innovative,...
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Executive, Contact Centre
22 hours ago
Singapore Singapore Life Ltd. Full timeSingapore, Singapore, Singapore - Department - Contact Centre Team B - Job posted on - Dec 11, 2024 - Employment type - Permanent - Full Time Singlife is a leading homegrown financial services company, offering consumers a better way to financial freedom. Through innovative, technology-enabled solutions and a wide range of products and services, Singlife...
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Assistant Supervisor, Contact Centre
3 days ago
Singapore BGC Group Full timeLocation: - 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...
