Call Center Manager

PERSOL SINGAPORE PTE. LTD.; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A leading recruitment firm in Singapore is seeking an experienced Call Center Manager to lead their inbound operations. The role involves driving service excellence, optimizing call handling, and managing a high-performing team to achieve operational targets. Ideal candidates will have 5-7 years of call center experience with at least 2 years in a managerial role, along with strong leadership and analytical skills. Competitive salary offered.

Qualifications

• 5–7 years of call center experience with at least 2 years in a managerial role.
• Proven track record of achieving service targets.
• Strong leadership, analytical, and communication skills.

Responsibilities

• Lead and manage the inbound call center team to meet SLAs.
• Develop strategies for efficient call management.
• Monitor performance and implement process improvements.
• Coach, mentor, and conduct appraisals.
• Handle escalated calls to ensure customer satisfaction.

Skills

Leadership

Analytical skills

Communication skills

MS Office proficiency

Job description

Call Center Manager

Location: Central Singapore

Salary: Up to $7,000

Working Hours: 8:30 AM – 6:00 PM, Monday–Friday

About the Role

We are seeking an experienced Call Center Manager to lead our inbound operations. You will drive service excellence, optimize call handling, and manage a high-performing team to achieve operational targets.

Responsibilities

• Lead and manage the inbound call center team to meet SLAs and performance metrics
• Develop strategies for efficient call management and escalation handling
• Monitor performance, analyze trends, and implement process improvements
• Coach, mentor, and conduct appraisals, identifying talent for retention
• Handle escalated calls and ensure high customer satisfaction
• Maintain productivity during low-call periods and perform ad-hoc duties as needed

Requirements

• 5–7 years of call center experience with at least 2 years in a managerial role (inbound focus)
• Proven track record of achieving service targets
• Strong leadership, analytical, and communication skills
• Proficient in MS Office

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PERSOL Singapore Pte Ltd • RCB No. 200007268E • EA License No. 01C4394• Reg No: R1982883 (Koh Wei Ling, Gao Weiling)