Contact Centre Manager

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

We are looking for a Contact Centre Manager to oversee daily operations, drive team performance, ensure service excellence, and lead continuous improvement across all processes and services.

Job Responsibilities

• Lead day-to-day operations to ensure all service level targets are consistently met
• Proactively manage operational and resource matters, such as leave planning and workforce deployment, to ensure smooth service delivery
• Respond promptly to operational issues requiring early intervention; develop and implement effective action plans
• Manage and resolve VIP escalations with professionalism and efficiency
• Analyze performance data and prepare comprehensive productivity reports for management, highlighting key trends and improvement areas
• Identify operational gaps and collaborate with relevant departments to develop and roll out timely solutions
• Ensure all projects maintain comprehensive and updated Standard Operating Procedures (SOPs) aligned with the agreed scope of work
• Develop and implement operational KPIs and incentive programs to drive team performance and align outcomes with organizational goals
• Uphold high standards of transaction handling for calls/ emails/ chats etc and ensure timely resolution of customer concerns by the delivery team
• Foster a culture of personalized and professional service to enhance customer satisfaction
• Conceptualize and implement value-added services for continuous service enhancement through collaboration with clients
• Utilize contact centre technology and features effectively to improve service delivery and operational efficiency

Job Qualifications

• Diploma or higher qualification
• Minimum 3 years of management experience in a contact centre environment
• Excellent communication and interpersonal skills
• Strong time management and organisational abilities
• Familiarity with AI technologies and advanced contact centre tools