Call Centre Manager

RECRUIT EXPRESS PTE LTD; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading recruitment firm in Singapore is seeking a Contact Centre Manager to provide leadership and develop the team. Key responsibilities include driving employee engagement, managing recruitment processes, and ensuring high service quality in the contact center. The ideal candidate should have at least five years of management experience in a similar domain, possess good project management skills, and hold a relevant degree. This role offers an opportunity to foster a collaborative workplace culture.

Qualifications

• Minimum Degree in any discipline.
• At least five years of experience in managing similar projects.
• Good knowledge of contact centre industry best practices.

Responsibilities

• Provide leadership and coaching of team members.
• Drive Employee Engagement among employees.
• Contribute to the design and implementation of change requests.

Skills

Leadership

Communication

Project management

Interpersonal skills

Customer-oriented outlook

Education

Degree in any discipline

COPC certification or equivalent

Job description

Responsibilities

• Provide leadership, development and coaching of Assistant Managers, Team Leaders, QAs, Trainers and Agents.
• Drive Employee Engagement to help our employees feel connected to one another and the company, and care deploy about their work.
• Foster a workplace that helps the team thrive.
• Actively engage and support the development of your team to ensure better performance and succession planning.
• Work with HR and Recruitment drive the recruitment & selection of Assistant Managers, Team Leaders, QAs, Trainers and Agents.
• Work with QAs and trainers to carry out regular audits, developing a culture where training and development are part of the team, identifying actions and working with trainers to ensure the skills and knowledge are developed effectively.
• Contribute to the design and implementation of change requests which impact the contact centre.
• Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience.
• Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets.
• Identify and instill best practice, processes and systems and drive continuous improvement environment.
• Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis.
• Ensure service targets, SLA’s and KPI’s are continually reviewed and expectations are met with optimum levels of quality & service delivery.

Requirements

• Minimum Degree in any discipline
• At least five (5) years of experience in managing projects of similar domain (including experience in call centre management), scope and scale
• Good knowledge of contact centre industry best practices.
• Good supervisory, communication, interpersonal and project management skills.
• Possess Customer Operations and Performance Centre ("COPC") certification or equivalent
• Able to make or direct decisions on staffing, systems and operational needs of the Contact Centre
• Possess a customer-oriented outlook
• Experience in dealing with IT requirements from a business perspective