Call Centre Manager

Consortium for Clinical Research and Innovation Singapore; Singapore; On-site; SGD 80,000 - 110,000; Full time

Job summary

A leading clinical research organization in Singapore is seeking an experienced leader for a call center management role. The successful candidate will provide leadership, drive employee engagement, and develop team members to enhance performance. Responsibilities include managing staffing decisions, ensuring service quality, and embedding performance culture. Ideal applicants should possess a relevant degree and have significant experience in project management and call center operations, along with COPC certification.

Qualifications

• At least five (5) years of experience in managing projects, particularly in call center management.
• Good knowledge of contact centre industry best practices.
• Experience in dealing with IT requirements from a business perspective.

Responsibilities

• Provide leadership, development, and coaching of team members.
• Drive employee engagement and contribute to a thriving workplace.
• Support recruitment and selection of team members.
• Ensure communication and feedback are effectively managed.
• Maintain service targets and quality of service delivery.

Skills

Project management

Communication skills

Interpersonal skills

Supervisory skills

Customer orientation

Education

Minimum Degree in any discipline

Tools

Customer Operations and Performance Centre (COPC) certification

Job description

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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