Contact Center Service Manager

PERSOL SINGAPORE PTE. LTD.; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A recruitment and employment solutions firm in Singapore is seeking a Contact Center Service Manager to lead customer engagement operations. This role focuses on managing both inbound and outbound contact center activities. The ideal candidate will have at least 5 years of contact center management experience, strong leadership skills, and a proven track record in achieving customer service quality standards. This position offers a full-time employment opportunity in the dynamic CBD area of Singapore.

Qualifications

• Minimum 5 years of experience in contact center management.
• Proficiency in contact center software, CRM systems, and reporting tools.
• Proven track record in implementing quality frameworks and achieving CAAS awards.

Responsibilities

• Oversee daily operations of the contact center, ensuring SLAs and KPIs are met.
• Lead, coach, and develop a team of agents and supervisors.
• Handle escalated customer issues and ensure timely resolution.

Skills

Leadership skills

Communication skills

Problem-solving

Data analysis

Education

Bachelor’s degree in Business, Communications, or related field

Tools

Contact center software

CRM systems

Job description

Location: CBD area
Employment Type: Full-time

Role Overview

We are looking for a dynamic Contact Center Service Manager to lead our customer engagement operations. This role is responsible for managing inbound and outbound contact center activities, ensuring exceptional customer experience, and driving operational excellence through effective leadership and process optimization.

Key Responsibilities

• Oversee daily operations of the contact center, ensuring SLAs and KPIs are consistently met.
• Lead, coach, and develop a team of agents and supervisors to achieve performance goals.
• Monitor and analyze call center metrics (e.g., service levels, average handling time, customer satisfaction) and implement improvement strategies.
• Develop and enforce policies, procedures, and quality standards for customer interactions.
• Manage workforce planning, scheduling, and resource allocation.
• Handle escalated customer issues and ensure timely resolution.
• Collaborate with cross-functional teams to align customer service objectives with business goals.
• Prepare and present performance reports to senior management.
• Identify opportunities for automation and technology enhancements to improve efficiency and customer experience.
• Drive initiatives that meet industry excellence standards, including experience in achieving CAAS (Customer Assurance Accreditation Standard) awards or similar certifications.

Qualifications & Skills

• Bachelor’s degree in Business, Communications, or related field.
• Minimum 5 years of experience in contact center management.
• Strong leadership and team-building skills.
• Excellent communication, problem-solving, and decision-making abilities.
• Proficiency in contact center software, CRM systems, and reporting tools.
• Ability to analyze data and drive process improvements.
• Proven track record in implementing quality frameworks and achieving CAAS or equivalent customer service awards.

Preferred Attributes

• Experience in high-volume, multi-channel environments (voice, email, chat).
• Knowledge of workforce management tools and quality assurance frameworks.
• Customer-centric mindset with a focus on continuous improvement.