
Call Centre Manager
7 days ago
As a Call Centre Manager , you will be responsible for overseeing the daily operations of our call centre, managing a team of customer service agents, and ensuring that performance targets are met. You will play a key role in driving customer satisfaction, optimizing operational efficiency, and maintaining a positive and productive work environment.
Key Responsibilities
- Team Leadership : Supervise, mentor, and motivate a team of call centre agents, ensuring high levels of engagement and performance.
- Performance Management : Set and monitor KPIs (Key Performance Indicators) for the team, and provide regular feedback, coaching, and training to improve individual and team performance.
- Operational Efficiency : Oversee daily call centre operations, including call volumes, service levels, and resource allocation, to ensure optimal performance and customer satisfaction.
- Customer Satisfaction : Monitor customer interactions, ensure issues are resolved promptly, and proactively address any service gaps to improve customer satisfaction.
- Training & Development : Identify training needs, provide ongoing support, and implement development programs for agents to enhance skills and productivity.
- Reporting & Analysis : Compile and present regular reports on team performance, call centre metrics, and customer feedback to senior management.
- Problem Solving : Address complex customer issues, escalate when necessary, and ensure effective resolution.
- Compliance & Quality Assurance : Ensure adherence to company policies, procedures, and regulatory standards, and implement quality control measures for customer interactions.
- Process Improvement : Continuously review and recommend improvements to processes, workflows, and tools to enhance operational efficiency and service quality.
Qualifications & Skills
- Proven experience (3+ years) in managing or supervising a call centre or customer service team.
- Strong leadership skills with the ability to motivate and develop teams to achieve performance goals.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong analytical skills with experience in generating reports and interpreting performance data.
- Ability to manage multiple priorities in a fast-paced environment.
- In-depth knowledge of call centre operations, performance metrics, and customer service best practices.
- Proficient in call centre software and Microsoft Office Suite.
- Ability to work flexible hours, including evenings or weekends, if required.
Personal Attributes
- Customer-centric with a strong focus on delivering exceptional service.
- Results-driven and detail-oriented.
- Strong organizational and time management skills.
- Adaptable and able to thrive in a dynamic, fast-paced environment.
- A proactive problem solver with a positive, can-do attitude.
-
Assistant Call Centre Manager
2 weeks ago
Singapore 101 HAIR CARE CENTRE PTE. LTD. Full time**JOB RESPONSIBILITIES: - Lead a team of call centre agents to hit team KPI - Achieve personal KPI - Administrative duties and KPI reporting to management - Handle incoming calls, queries and feedback - Appointment management for customers - Allocate customers data to team members and track status - Assist call centre manager in call centre day-to-day...
-
Call Centre Team Leader
7 days ago
Singapore CONNECT CENTRE PTE. LTD. Full time**Responsibilities**: - Assist in managing the agents and Call Centre operations - Handle complaints and manage service recovery - Handle the recruitment, training, and development of the agents - Provide administrative support in the Call Centre - Cover the Team Managers' duties and shift where necessary - Any other ad-hoc tasks that may be assigned by the...
-
Call Centre Trainer
23 hours ago
Singapore TELE-CENTRE SERVICES PTE LTD Full timeRoles & ResponsibilitiesJob Description:Conduct training for new staff on the product knowledge. Perform quality audits on customer transactions i.e. monitoring of phone calls, emails, web chats, data entry and other transactions handled by the call centre representatives. Align, review and improvise on internal quality standards and procedures. Conduct...
-
Call Centre Trainer
2 weeks ago
Singapore TELE-CENTRE SERVICES PTE LTD Full timeJob Description: Conduct training for new staff on the product knowledge. Perform quality audits on customer transactions i.e. monitoring of phone calls, emails, web chats, data entry and other transactions handled by the call centre representatives. Align, review and improvise on internal quality standards and procedures. Conduct training for Team Leaders...
-
Call Centre Team Leader
7 days ago
Singapore Connect Centre Pte Ltd Full time**Responsibilities**: - Assist in managing the agents and Call Centre operations - Handle complaints and manage service recovery - Responsible for the agents' recruitment, training and development - Provide administrative support in the Call Centre - Cover Team Managers' duties and shift where necessary **Requirements**: - Singaporeans only - Minimum...
-
Call Centre Manager
3 weeks ago
Singapore WILSON PARKING (SINGAPORE) PTE. LTD. Full timeRoles & ResponsibilitiesAs a Call Centre Manager, you will be responsible for overseeing the daily operations of our call centre, managing a team of customer service agents, and ensuring that performance targets are met. You will play a key role in driving customer satisfaction, optimizing operational efficiency, and maintaining a positive and productive...
-
Call Centre Team Leader
4 weeks ago
Singapore CONNECT CENTRE PTE. LTD. Full timeRoles & ResponsibilitiesResponsibilities:Assist in managing the agents and Call Centre operations Handle complaints and manage service recovery Handle the recruitment, training, and development of the agents Provide administrative support in the Call Centre Cover the Team Managers' duties and shift where necessary Any other ad-hoc tasks that may be...
-
Call Centre Manager
2 weeks ago
Singapore PERSOLKELLY Singapore Full timeOversees the daily operations of a call centre - Manage a team in call centre department - Implement quality improvement projects to promote service standard and quality improvement of the contact centre - Oversees the daily operations of a call centre - Manage a team in call centre department - Implement quality improvement projects to promote service...
-
Call Centre Admin Officer
2 days ago
Singapore STARMED SPECIALIST CENTRE PTE. LTD. Full time**StarMed **is a one-stop day-surgery and multi-disciplinary medical centre that offers quality day surgeries and diagnostic services at competitive private sector prices. We are now looking for a call centre officer to manage our general hotline. **Roles & Responsibilities**: - Work closely with inter-department for any relating matters. - Preparation of...
-
Call Centre
5 days ago
Singapore DE BEAUTE (SSC) PTE. LTD. Full time**Call Centre** **Requirement** - Excellent communication skills - Excellent service-oriented & telephone etiquette - Preferable have experience in Customer Service / Call Centre - Attending to customer enquiries and appointment bookings - Well-versed in computer (Word & Excel) - Hard-working, good team-work & pro-active - Strong interpersonal & able to...