Call Centre Manager

PERSOL; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading recruitment agency in Singapore is seeking an experienced Call Centre Manager to oversee operations and drive exceptional service delivery. This pivotal role involves managing daily operations, ensuring achievement of Service Level Agreements, and fostering team development. Candidates should possess extensive call centre experience and strong leadership abilities. Competitive salary and opportunities for professional growth are offered.

Qualifications

• Minimum of 5 to 7 years of relevant call centre experience.
• At least 2 years in a managerial or team lead capacity.
• Proven track record in achieving service deliverables and performance targets.

Responsibilities

• Manage daily operations of the call centre team.
• Ensure attainment of Service Levels across assigned metrics.
• Develop and implement strategic plans to optimize call management.
• Work closely with cross-functional teams to drive service excellence.
• Align objectives with internal and external stakeholders.

Skills

Leadership

Statistical analysis

Communication

Problem-solving

Team development

Education

Degree in a relevant field

Tools

Microsoft Office Suite (Word, Excel, PowerPoint)

Job description

Position: Call Centre Manager
Job Type: Full-Time
Salary: Up to $7,000 (Dependent on Experience)

Job Description

We are seeking an experienced and dynamic Call Centre Manager to lead our team towards exceptional service delivery. In this pivotal role, you will be responsible for the holistic management of our call centre operations, ensuring we meet and exceed our Service Level Agreements (SLAs) and key performance indicators (KPIs). You will report directly to the Senior Leadership team and play a key role in shaping our customer service strategy.

Key Responsibilities

Operational Leadership: Manage the daily operations of the call centre team to achieve all operational objectives through effective workforce planning, KPI setting, execution, and contingency planning.

Performance Management: Ensure holistic attainment of Service Levels across assigned metrics such as call volume, timeframe, and quality.

Strategic Improvement: Develop and implement strategic plans to optimize call management, escalation procedures, and overall service efficiency.

Cross-Functional Collaboration: Work closely with Quality Assurance, other business lines, and cross-functional teams to drive service excellence across all operations.

Stakeholder Management: Align objectives and set clear expectations with internal and external stakeholders on SLAs and performance outcomes.

Escalation Handling: Act as a key point of contact for business lines on escalations, incident reporting, and implementing de-escalation solutions. Perform service recovery calls when necessary.

Productivity Optimization: Ensure team productivity is maintained during lull periods through targeted initiatives, reporting, and administrative tasks.

Team Development: Conduct regular coaching, mentoring, and year-end appraisals. Identify high-potential talent for retention and recognition programs.

Job Requirements

A Degree in a relevant field is preferred. Candidates with a proven track record and extensive experience may be considered in lieu of the academic qualification.

Minimum of 5 to 7 years of relevant call centre experience, with at least 2 years in a managerial or team lead capacity.

A proven track record in achieving service deliverables and performance targets in a fast-paced environment.

Experience with statistical analysis and/or large data processing is a strong advantage.

Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).

Excellent communication and articulation skills, both written and verbal.

A resilient and innovative problem-solver, able to thrive under pressure and meet strict service deliverables.

Selected candidates will be required to complete a company training course and pass an assessment test.

Interested candidate please click "APPLY" to begin your job search journey and submit your CV.