Call Centre Manager

Hatch Careers (Singapore) Pte Ltd; Singapore; On-site; SGD 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a dynamic Call Centre Manager to lead telemarketing operations. This role involves supervising teams, ensuring high-quality customer interactions, and conducting training to enhance performance. The ideal candidate will have a strong understanding of telemarketing operations and compliance regulations, along with exceptional leadership and communication skills. Join a fast-paced environment where your contributions will directly impact team success and customer satisfaction.

Qualifications

• Proven experience in a Call Centre managerial role.
• Strong understanding of telemarketing operations and compliance regulations.

Responsibilities

• Lead and manage a team of telemarketers to achieve performance targets.
• Monitor calls for quality assurance and provide coaching.
• Develop training programs for telemarketers.

Skills

Team Leadership

Call Monitoring

Training & Development

Performance Management

Telemarketing Operations

Compliance Knowledge

Communication Skills

Analytical Skills

Tools

Call Centre Reporting System

Monitoring Tools

Job description

Job Summary:

We seek a dynamic and results-driven Call Centre Manager to oversee our telemarketing operations. The ideal candidate will manage telemarketer teams and team leads, ensuring high-quality customer interactions, conduct regular call monitoring, and provide comprehensive training to enhance team performance and compliance with industry standards.

Key Responsibilities:

• Team Supervision:
  Lead, motivate, and manage a team of telemarketers to achieve individual and team performance targets.

• Call Monitoring & Quality Assurance:
  Monitor inbound and outbound calls to assess call quality, script adherence, compliance with regulatory standards, and overall customer experience.
  Provide feedback and coaching to improve performance and maintain high service standards.

• Training & Development:
  Develop and deliver onboarding and continuous training programs for telemarketers, focusing on sales techniques, product knowledge, customer service skills, and compliance.

• Performance Management:
  Track team KPIs (calls per hour, conversion rates, etc.), analyse trends, and implement performance improvement plans where necessary.

• Telemarketer Recruitment:
  Participate in recruiting and selecting qualified telemarketers to build a strong and effective team.

• Process Improvement:
  Recommend and implement strategies to improve call centre operations, streamline workflows, and increase conversion rates.

• Reporting:
  Prepare regular performance reports and present insights to the senior management.

• Compliance & Regulation:
  Ensure all telemarketing activities comply with internal policies and external regulatory requirements. Familiarity with PDPA and DNC screening.

Requirements:

• Proven experience as a Call Centre managerial role.

• Strong understanding of telemarketing operations and compliance regulations.

• Experience in a call centre reporting system and the use of monitoring tools.

• Excellent leadership, coaching, and people management skills.

• Exceptional communication and analytical skills.

• Ability to work in a fast-paced, goal-driven environment.

Preferred Qualifications:

• Prior experience in training delivery and content development.