Call Centre Manager, Up $7K (Central)

PERSOL; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A recruitment firm in Singapore is looking for a Call Centre Manager to lead a team in achieving operational objectives and service excellence. The ideal candidate will have 5-7 years of call center experience, with at least 2 years in a managerial position. Responsibilities include managing KPIs, strategizing service quality, and coaching team members for optimal performance. A degree in a related field is required, along with proficiency in MS Word, Excel, and PowerPoint.

Qualifications

• 5-7 years of call center experience, including 2 years in a managerial role.
• Strong service deliverables and performance attainment background.
• Ability to craft contingencies for high volume service deliverables.

Responsibilities

• Manage a team to meet operational objectives and KPIs.
• Provide strategic plans for call management and service excellence.
• Conduct coaching and mentoring to improve team performance.

Skills

Call center management

Team leadership

Effective communication

Analytical skills

Education

Degree in related fields

Tools

MS Word

Excel

PowerPoint

Job description

Position: Call Centre Manager, Up $7K, Central

Salary: $6,500 - $7,000

Contract till 31 Dec 25, to be renewable for another 1 Year

Responsibilities:

• Reports to the Project Director supporting in attaining holistic Service Levels for various assigned matrices.
• Manage a team to achieve operational objectives through workforce planning, setting Key Performance Indicators (KPIs), execution, and contingencies.
• Provide strategic plans to synergize inbound calls and escalation management to attain timely and professional deliveries with verbal articulacy.
• Plays a pivotal role to work with the various survey managers to drive quality standards and service excellence throughout inbound and outbound workforce.
• Align objectives and setting expectations with Stakeholders on realistic Service Levels versus call volume, timeframe, and other correlating factors.
• Liaise with business lines and Quality Service team on escalations to support investigations, incident reporting, findings and providing de-escalation solutions.
• Perform service recovery calls as needed for de-escalation.
• Ensure team is fully utilized during lull period by initiatives to support continuous productivity.
• Timely reporting to management team and stakeholders.
• Conduct coaching and mentoring to the team to improve knowledge, skills, and attitudes.
• Conduct year-end appraisals and identifying talents for retention and recognition with Talent Management team.
• Perform other adhoc duties as assigned.

Requirements

• Possess a degree in related fields.
• Equipped with at least 5 to 7 years in call center experience with 2 years of managerial expertise.
• Prior work experiences should encompass service deliverables and performance attainment indexes.
• Those without the academic requirement but possesses relevant experience will be considered.
• Applicants with statistical and/or large data processing background will be advantageous.
• Proficient in MS Word, Excel, and PowerPoint due to intensities of reporting and communication plans.
• Articulacy is imperative for day-to-day operations.
• Able to communicate effectively and manage different hierarchies in internal and external environment.
• Persevere in a high pace setting and possesses the ability to innovate and craft contingencies to cope with high volume influx to attain service deliverables.
• Selected applicants are required to complete a training course and passed the assessment test before being deployed to operations.
• Only Singaporeans may apply