Contact Centre Leadership & Performance Lead

Consortium for Clinical Research and Innovation Singapore; Singapore; On-site; SGD 80,000 - 110,000; Full time

Job summary

A leading clinical research organization in Singapore is seeking an experienced leader for a call center management role. The successful candidate will provide leadership, drive employee engagement, and develop team members to enhance performance. Responsibilities include managing staffing decisions, ensuring service quality, and embedding performance culture. Ideal applicants should possess a relevant degree and have significant experience in project management and call center operations, along with COPC certification.

Qualifications

• At least five (5) years of experience in managing projects, particularly in call center management.
• Good knowledge of contact centre industry best practices.
• Experience in dealing with IT requirements from a business perspective.

Responsibilities

• Provide leadership, development, and coaching of team members.
• Drive employee engagement and contribute to a thriving workplace.
• Support recruitment and selection of team members.
• Ensure communication and feedback are effectively managed.
• Maintain service targets and quality of service delivery.

Skills

Project management

Communication skills

Interpersonal skills

Supervisory skills

Customer orientation

Education

Minimum Degree in any discipline

Tools

Customer Operations and Performance Centre (COPC) certification

Job description

A leading clinical research organization in Singapore is seeking an experienced leader for a call center management role. The successful candidate will provide leadership, drive employee engagement, and develop team members to enhance performance. Responsibilities include managing staffing decisions, ensuring service quality, and embedding performance culture. Ideal applicants should possess a relevant degree and have significant experience in project management and call center operations, along with COPC certification.