Call Centre Manager

RecruitFirst Pte. Ltd; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading recruitment firm in Singapore is seeking a Call Centre Manager to oversee staffing, manage performance, and ensure service delivery excellence. The ideal candidate should have at least 3 years of experience in a call centre environment and hold a diploma or higher in any discipline. Responsibilities include monitoring call management, coordinating shifts, and collaborating with stakeholders to resolve cases. This is an on-site role with a basic salary of up to $6200.

Qualifications

• Min 3 years of experience in managing call centre or service related environment.

Responsibilities

• Oversee staffing needs and manage leave requests effectively.
• Conduct monthly coaching and mentoring sessions to enhance staff performance.
• Ensure that service outcomes and key performance indicators (KPIs) are consistently met.
• Monitor the call management system, including retrieval and investigation of call recordings.
• Handle first and second level escalation cases through designated email channels.
• Act as a point of contact for escalations and provide support.
• Provide regular updates on service levels and open cases.
• Utilize strong knowledge of policies to enhance service delivery.
• Conduct monthly audits of team calls in line with established guidelines.
• Collaborate with business units to address and resolve cases.
• Elevate issues, needs, and insights to management as necessary.
• Ensure timely printing and mailing of materials as per SOP.
• Monitor case management within the CRM system.
• Conduct testing of systems to ensure optimal performance.
• Periodically review past calls to draw insights for improvement.

Skills

Staffing and Leave Management

Performance Management

Service Outcome and KPI Oversight

Call Management

Escalation Management

Frontline Support

Shift Coordination

Policy Knowledge

Auditing and Compliance

Stakeholder Coordination

Issue Escalation

CRM Case Management

Testing and Quality Assurance

Education

Diploma or above in any discipline

Job description

Call Centre Manager

Job Summary

• Basic Salary : up $6200
• Working Location : Greenwich
• Working Days : Mon – Fri
• Working Hours : 8.30am – 6.00pm

Job Description

• Staffing and Leave Management: Oversee staffing needs and manage leave requests effectively.
• Performance Management: Conduct monthly coaching and mentoring sessions to enhance staff performance.
• Service Outcome and KPI Oversight: Ensure that service outcomes and key performance indicators (KPIs) are consistently met.
• Call Management: Monitor the call management system, including retrieval and investigation of call recordings.
• Escalation Managementrd: Handle first and second level escalation cases through designated email channels and the Clear Call Team Inbox.
• Frontline Support: Act as a point of contact for escalations and provide support through the Control Tower and the Quality Service Manager Hotline.
• Shift Coordination: Provide regular updates on service levels and open cases, while managing meal break arrangements and ensuring staff are placed on rotating shifts, including weekends and public holidays.
• Policy Knowledge: Utilize strong knowledge of policies and processes to enhance service delivery.
• Auditing and Compliance: Conduct monthly audits of team calls in line with established guidelines and service level agreements (SLAs).
• Stakeholder Coordination: Collaborate with business units and stakeholders to address and enable nd Issue Escalation: Proactively elevate issues, needs, and insights to management as necessary.
• Collateral Management: Ensure timely printing and mailing of materials创造 and sending of daily SMS in accordance with standard operating procedures (SOP).
• CRM Case Management: Monitor case ricos in case management tic.. wire records and provide coaching as needed.
• Testing and Quality Assurance: Conduct testing ke systems, hardware, hotlines, and recording functionalities to ensure optimal performance.
• Insights Review: Periodically review past calls to draw insights and improve service delivery.

Requirements

• Min 3 years of experience in managing call centre or service related environment
• Diploma and above in any discipline

To apply, kindly send in your updated resume to journey.tsen(a)recruitfirst.co

Tsen Jiun Lih grü>t>p>

Recruitment Consultant (R22110403)

RecruitFirst Pte Ltd (EA13C6342)