Customer Service Manager (Call Center)

PERSOL SINGAPORE PTE. LTD.; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading customer service firm in Singapore is looking for a dynamic Customer Service Manager to lead their call center operations. The role involves overseeing daily activities, ensuring exceptional customer experiences, and driving team performance. Candidates should have at least 5 years of experience in contact center management, strong leadership skills, and a proven record of implementing quality frameworks. This position provides the opportunity to enhance operational excellence in a fast-paced environment.

Qualifications

• Minimum 5 years of experience in contact center management.
• Strong leadership and team-building skills required.
• Proven track record in quality frameworks and awards.

Responsibilities

• Oversee daily operations of the contact center.
• Lead and develop a team of agents to achieve performance goals.
• Monitor and analyze call center metrics and implement improvements.
• Handle escalated customer issues for timely resolution.
• Prepare performance reports for senior management.

Skills

Leadership

Communication

Problem-solving

Customer service

Data analysis

Education

Bachelor’s degree in Business or Communications

Tools

Contact center software

CRM systems

Job description

We are looking for a dynamic Customer Service Manager (Call Center) to lead our customer engagement operations. This role is responsible for managing inbound and outbound contact center activities, ensuring exceptional customer experience, and driving operational excellence through effective leadership and process optimization.

Key Responsibilities

• Oversee daily operations of the contact center, ensuring SLAs and KPIs are consistently met.
• Lead, coach, and develop a team of agents and supervisors to achieve performance goals.
• Monitor and analyze call center metrics (e.g., service levels, average handling time, customer satisfaction) and implement improvement strategies.
• Develop and enforce policies, procedures, and quality standards for customer interactions.
• Manage workforce planning, scheduling, and resource allocation.
• Handle escalated customer issues and ensure timely resolution.
• Collaborate with cross-functional teams to align customer service objectives with business goals.
• Prepare and present performance reports to senior management.
• Identify opportunities for automation and technology enhancements to improve efficiency and customer experience.
• Drive initiatives that meet industry excellence standards, including experience in achieving CAAS (Customer Assurance Accreditation Standard) awards or similar certifications.

Qualifications & Skills

• Bachelor’s degree in Business, Communications, or related field.
• Minimum 5 years of experience in contact center management.
• Strong leadership and team-building skills.
• Excellent communication, problem-solving, and decision-making abilities.
• Proficiency in contact center software, CRM systems, and reporting tools.
• Ability to analyze data and drive process improvements.
• Proven track record in implementing quality frameworks and achieving CAAS or equivalent customer service awards.

Preferred Attributes

• Experience in high-volume, multi-channel environments (voice, email, chat).
• Knowledge of workforce management tools and quality assurance frameworks.
• Customer-centric mindset with a focus on continuous improvement

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