Contact Centre Manager

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

Job summary

A leading contact centre firm in Singapore is seeking an experienced Contact Centre Manager to oversee daily operations. This role involves driving team performance, ensuring service excellence, and leading continuous operational improvements. The ideal candidate should have a diploma or higher qualification and at least 3 years of management experience in a contact centre. Strong communication skills and familiarity with AI technologies are essential. Join us to enhance customer satisfaction through service innovation.

Qualifications

• Minimum 3 years of management experience in a contact centre environment.
• Excellent communication and interpersonal skills.
• Strong time management and organisational abilities.

Responsibilities

• Lead day-to-day operations ensuring service level targets are met.
• Manage operational and resource matters for smooth service delivery.
• Analyze performance data and prepare productivity reports.

Skills

Excellent communication and interpersonal skills

Strong time management

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