Call Centre Manager

**The Head of Operations will lead a team of Client Services Managers and Team managers in delivering professional and consistently high quality service and great customer contact experience through a variety of customer contact channels.**

**Reporting to the Managing Director, this role includes line responsibility for both in-house and outsource teams, providing ongoing customer service, as well as the planning and forecasting required team members.**

**Responsibilities**
- Manage the day to day performance of the Contact Centre Operations to deliver a best in class service, meeting or exceeding all KPIs and within budget.
- Set the strategy for the development of the contact centres, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.
- Lead, inspire and co-ordinate the contact centre management team at all levels to create motivated and engaged colleagues.
- Conduct periodic reviews to existing procedures and develop strategies for improvement.
- Implement processes to improve operational efficiency.
- Analyze various KPIs and report results to various stakeholders regularly to ensure that service levels are met.
- Oversees the reporting team to review and draw data insights on internal and external Contact Centre performance reports.
- Liaise with Client Services Manager to work with clients to coordinate training sessions for upcoming Client’s campaigns, follow up on outstanding cases, and to give feedback for further improvement of specific campaigns.
- Generate daily reports for internal reviews and other documentation as required.
- Ensure all standards and procedures are followed and maintained
- Overall lead in ensuring team deliver the highest standard of service experience towards respondents, through various service approach not limiting to guiding them through difficult calls or issues, diffusing unhappy respondents, or handling issues that cannot be resolve professionally by the experience officer and supervisors
- Conduct operational reviews, team meetings and spearhead innovation ideas and initiatives that will enhance service experience and improve operational efficiency.
- Ensure proper manpower and deployment planning to mitigate contact centre’s reduction in productivity especially during peak period.
- Conduct staff’s performance review and document staff’s improvement plan to upkeep service professionalism and operational efficiency.
- Preparing necessary reports, analysing data to improve processes; ensure resources are properly allocated to maximize productivity and respondent satisfaction.
- Handle other related tasks and be able to function effectively both as an individual and in a team while handling various stake holders and respondents.

**Requirements**:

- A good degree in any discipline
- At least 5 years of experience overseeing contact centre management
- Knowledge of contact centre processes and systems (e.g. workforce management, IVR etc.)
- Strong analytical and problem-solving skills
- Good business acumen
- COPC qualifications would be a bonus
- Good Interpersonal and Communication skills
- Adept at commercial negotiation
- Able to make objective judgement and timely decision
- Strong leadership skills and team player
- Track record of good stress management under stressful environment and be able to multi task in a fast-paced environment