Contact Center Service Manager

2 weeks ago

Singapur, Singapore PERSOL SINGAPORE PTE. LTD. Full time

Location: CBD area Employment Type: Full-timeRole Overview We are looking for a dynamic Contact Center Service Manager to lead our customer engagement operations. This role is responsible for managing inbound and outbound contact center activities, ensuring exceptional customer experience, and driving operational excellence through effective leadership and process optimization.Key Responsibilities Oversee daily operations of the contact center, ensuring SLAs and KPIs are consistently met. Lead, coach, and develop a team of agents and supervisors to achieve performance goals. Monitor and analyze call center metrics (e.g., service levels, average handling time, customer satisfaction) and implement improvement strategies. Develop and enforce policies, procedures, and quality standards for customer interactions. Manage workforce planning, scheduling, and resource allocation. Handle escalated customer issues and ensure timely resolution. Collaborate with cross-functional teams to align customer service objectives with business goals. Prepare and present performance reports to senior management. Identify opportunities for automation and technology enhancements to improve efficiency and customer experience. Drive initiatives that meet industry excellence standards, including experience in achieving CAAS (Customer Assurance Accreditation Standard) awards or similar certifications. Qualifications & Skills Bachelor's degree in Business, Communications, or related field. Minimum 5 years of experience in contact center management. Strong leadership and team-building skills. Excellent communication, problem-solving, and decision-making abilities. Proficiency in contact center software, CRM systems, and reporting tools. Ability to analyze data and drive process improvements. Proven track record in implementing quality frameworks and achieving CAAS or equivalent customer service awards. Preferred Attributes Experience in high-volume, multi-channel environments (voice, email, chat). Knowledge of workforce management tools and quality assurance frameworks. Customer-centric mindset with a focus on continuous improvement.

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