Contact Centre Manager (DSC/ET)

ST ENGINEERING E-SERVICES PTE. LTD.; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading BPO provider in Singapore is seeking a Contact Centre Manager to oversee daily operations and ensure exceptional service delivery. The ideal candidate will manage a diverse team, handle escalated issues, and maintain adherence to SLAs. With a minimum of 5 years in contact centre roles and proven management experience, you will contribute to impactful projects in a collaborative environment.

Benefits

Competitive remuneration

Comprehensive benefits

Collaborative workplace

Qualifications

• Minimum 5 years of relevant Contact Centre experience with 3 years of Management experience.
• Preferably with COPC Certification.
• Highly developed communication, consultation, negotiation and advocacy skills.

Responsibilities

• Manage the daily operations of the contact centres, ensuring smooth and efficient service delivery.
• Work with clients to understand and translate their policies and service requirements.
• Handle escalated or complex customer complaints and enquiries with professionalism.

Skills

Contact Centre experience

Management experience

Program management

Communication skills

Problem-solving skills

Job description

About ST Engineering

ST Engineering is a global technology, defence, and engineering group with offices across Asia, Europe, the Middle East, and the U.S., serving customers in more than 100 countries. The Group uses technology and innovation to solve real-world problems and improve lives through its diverse portfolio of businesses across the aerospace, smart city, defence, and public security segments. Headquartered in Singapore, ST Engineering ranks among the largest companies listed on the Singapore Exchange.

Our history spans more than 50 years, and our strategy is underpinned by our core values – Integrity, Value Creation, Courage, Commitment and Compassion. These 5 core values guide every aspect of our business and are embedded in our ST Engineering culture – from the people we hire, to working with each other, to our partners and customers.

About our Line of Business – eServ

Join us at eServ, where reliability, excellence, and ethical business practices converge to redefine Business Process Outsourcing (BPO) services. As one of Singapore's premier home-grown BPO providers, we pride ourselves on our proven track record of financial strength, reliability, and ethical conduct. We don't just offer typical BPO solutions; we are your strategic partner, committed to delivering exceptional value and bridging the gaps that hinder business growth. Our wide range of services spans finance, payroll, HR, customer care, training and development, and advisory services, all designed to address the intricate challenges that businesses encounter in today's dynamic landscape. Partner with us and experience a seamless journey towards operational excellence and sustainable growth.

Together, We Can Make A Significant Impact

Report to the Director, Customer Experience Centre.

Be Part of Our Success

• Manage the daily operations of the contact centres, ensuring smooth and efficient service delivery.
• Work with clients to understand and translate their policies and service requirements into clear, actionable operational procedures.
• Accountable for meeting both internal and client-defined service level agreements (SLAs).
• Handle escalated or complex customer complaints and enquiries with professionalism and resolution-focused strategies.
• Oversee human resource planning and recruitment to ensure staffing levels meet operational needs.
• Coach, mentor, and motivate a diverse team to achieve performance targets and maintain high service standards.
• Prepare and present regular management reports to monitor service quality, operational performance, and identify areas for improvement.
• Participate in internal audits and implement corrective actions to enhance service quality and compliance.
• Ensure adherence to personal data protection policies and uphold the security of operational systems and customer information.
• Collaborate with business development teams to support the preparation of business quotations and proposals.
• Contribute to the tendering process by providing operational insights, resource planning, and service delivery strategies.

Qualities We Value

• Minimum 5 years of relevant Contact Centre experience with 3 years of Management experience.
• Preferably with COPC Certification.
• Demonstrated highly developed program management skills, including ability to apply analytical and problem solving skills, to effectively manage project status in a large and complex organisation.
• Highly developed communication, consultation, negotiation and advocacy skills and a proven ability to establish and cultivate relationships with a variety of key stakeholders.
• Proven ability to initiate, manage and report on program management activities and identify issues affecting the performance outcomes of the program.
• Proven ability to meet the challenges associated with ensuring a project activity is completed on time, on budget and to specification and quality requirements regardless of the hurdles encountered.
• Perseverance, leadership and coaching skills and the ability to lead and manage professional staff, vendors and teams.
• Ability to think strategically, solve problems and negotiate effectively.
• Active listening skills and professional written and verbal communication skills.

Our Commitment That Goes Beyond the Norm

• An environment where you will be working on cutting-edge technologies and architectures.
• Safe space where diverse perspectives are valued, and everyone’s unique contributions are celebrated.
• Meaningful work and projects that make a difference in people’s lives.
• A fun, passionate and collaborative workplace.
• Competitive remuneration and comprehensive benefits.