Contact Centre Leader: Ops Excellence & AI Tools

Hai Leck Holdings; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading service provider in Singapore is seeking a Contact Centre Manager to oversee daily operations and drive team performance. Responsibilities include managing service delivery, resolving escalations, and analyzing performance data. The ideal candidate should have at least 3 years of management experience, excellent communication skills, and familiarity with advanced contact centre tools. This role offers an opportunity to enhance customer satisfaction through continuous improvement initiatives.

Qualifications

• Minimum 3 years of management experience in a contact centre environment.
• Proven ability to drive team performance and service excellence.
• Strong analytical skills to analyze performance data.

Responsibilities

• Lead day-to-day operations to ensure service level targets are met.
• Manage and resolve VIP escalations efficiently.
• Develop and implement operational KPIs and incentive programs.

Skills

Excellent communication and interpersonal skills

Strong time management and organisational abilities

Familiarity with AI technologies

Education

Diploma or higher qualification

Tools

Advanced contact centre tools

Job description

A leading service provider in Singapore is seeking a Contact Centre Manager to oversee daily operations and drive team performance. Responsibilities include managing service delivery, resolving escalations, and analyzing performance data. The ideal candidate should have at least 3 years of management experience, excellent communication skills, and familiarity with advanced contact centre tools. This role offers an opportunity to enhance customer satisfaction through continuous improvement initiatives.