Call Centre Manager

Re Sustainability International (Singapore); Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

Re Sustainability International (Singapore) is seeking an experienced Call Centre Manager to lead CSAs, oversee daily operations, and ensure service excellence in a fast-paced environment.

You will drive performance, monitor call metrics, plan staffing, and collaborate with stakeholders to close service gaps and enhance delivery. Strong leadership and communication are essential.

Qualifications

• Diploma qualification or above.
• 5+ years of experience in service delivery, customer service or related functions.
• Minimum 2 years of managerial or supervisory capacity in a Call Centre.

Responsibilities

• Manage the performance and service quality of Customer Service Agents (CSAs) and oversee daily Call Centre operations.
• Monitor call flows and ensure busy or unanswered calls are promptly addressed to maintain service standards and operational efficiency.
• Plan rosters and manpower coverage to ensure adequate staffing and operational readiness.
• Take ownership of team performance and provide guidance, support, and development opportunities.
• Ensure CSAs adhere to policies, SOPs and service standards; conduct audits.
• Analyse call statistics and performance metrics to identify trends and improvements.
• Handle recruitment, training, and ongoing development of CSAs.
• Lead by example with professionalism and service excellence.
• Collaborate with cross-functional departments to resolve gaps and enhance service delivery.
• Provide feedback and recommendations to the client on service delivery.
• Maintain and improve service quality through monitoring and audits.
• Drive KPIs with 90-95% CSAs meeting targets.
• Analyse metrics and prepare monthly/weekly performance reports.

Skills

Leadership

Coaching

Communication

Change management

Customer centric

Reporting & analytics

Crisis management

Short notice availability

Education

Diploma or above

Tools

Microsoft Office

Email

Job description

1. JOB PURPOSE & DESCRIPTION

• Manage the performance and service quality of Customer Service Agents (CSAs) and oversee daily Call Centre operations.

• Monitor call flows and ensure busy or unanswered calls are promptly addressed to maintain service standards and operational efficiency.

• Plan rosters and manpower coverage to ensure adequate staffing and operational readiness.

• Take ownership of team performance and results by providing guidance, support, and development opportunities to address identified needs.

• Ensure CSAs adhere to company policies, SOPs, and service standards, and conduct audits to monitor compliance and service quality.

• Analyse call statistics and performance metrics to identify trends, performance gaps, and opportunities for improvement.

• Handle the recruitment, training, and ongoing development of CSAs.

• Lead by example by demonstrating professionalism, composure, and a consistent commitment to service excellence.

• Collaborate with cross-functional departments and relevant stakeholders to resolve service gaps, facilitate accurate information cascading, and enhance service delivery.

• Provide feedback and recommendations to the client on service delivery, operational performance, and areas for improvement.

2. JOB HOLDER’S REQUIREMENT

a) Qualifications

• i. Possess a Diploma qualification or above.
• ii. At least 5 years of experience in service delivery, customer service or related functions.
• iii. Minimum 2 years of experience in a managerial or supervisory capacity in a Call Centre.

b) Experience/Skill/Knowledge/Competencies

• i. Strong leadership, coaching and team development skills.
• ii. Self-driven with excellent verbal and written communication skills.
• iii. Capable of executing and driving change effectively.
• iv. Customer centric and high attention to detail, particularly in reporting and analysis.
• v. Effective crisis management and problem-solving skills.
• vi. Proficient in Microsoft Office with strong hands‑on experience in email communication.
• vii. Able to start on a short notice.

3. Key Result Areas

a) Daily Call Centre Operations

• Maintain smooth and efficient call centre operations; >=95% adherence to operational procedures.

• Ensure calls are answered promptly and service standards are achieved; >=95% of calls answered within 9 seconds.

• Ensure adequate CSA coverage across all shifts; >=98% roster coverage with no avoidable manpower gaps.

• Ensure operational incidents are documented and followed up; 100% of significant incidents investigated and closed.

• Ensure operational issues are escalated and resolved promptly; critical issues escalated within defined timeframe.

• Ensure busy periods are promptly identified and managed; review and address 100% of significant service-level breaches.

• Monitor and control cost within budget; reduce overtime and unnecessary expenses.

b) Service Quality & Performance Management

• Conduct call monitoring and service quality audits; 100% of required audits completed.

• Monitor individual and team performance against agreed KPIs; >=90-95% of CSAs meeting performance targets.

• Conduct regular performance reviews and coaching; 100% of identified underperformers placed on appropriate improvement plans.

• Develop CSAs through coaching, feedback and refresher training; regular coaching conducted; measurable improvement in identified gaps.

• Maintain professionalism and composure across the team; minimal substantiated service complaints attributable to CSA conduct.

• Implement initiatives to improve service efficiency; demonstrable improvement in agreed KPIs.

c) Analytics, Customer & Stakeholder Management

• Analyse call volume, service level, abandonment, and other operational metrics; monthly/ weekly performance reports submitted accurately and on time.

• Work with relevant departments to resolve service gaps; issues tracked and closed within agreed timelines.

• Ensure adherence to company policies, SOPs and operational requirements; >=95% compliance; zero critical compliance breaches.