Call Centre Manager

Otis Elevator Company (S) Pte Ltd; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

Join a leading company as a Call Centre Manager where you will oversee daily operations, ensuring excellent customer service and efficient processes. Lead a team, optimize technology, and develop strategies to enhance performance metrics. This role offers an opportunity to make a significant impact in a dynamic environment.

Qualifications

• Min. 4 years of experience in call centre management or a similar role.
• Proven experience in people management, manpower and shift planning.

Responsibilities

• Manage daily operations, ensuring smooth workflow and adherence to service standards.
• Develop and implement call centre policies and procedures.
• Monitor call centre interactions to ensure high-quality customer service.

Skills

Customer-centric

Interpersonal Communication

Analytical Mindset

Education

Diploma/Bachelor’s Degree in Business Administration

Tools

Call Centre Software

Job description

At Otis, it’s our people that make us different. Come and join OTIS today and be part of the Forbes 2024 World's Best Employers!

Join the Otis family where collaboration, innovation, and empowerment help each individual and the company reach new heights.

About You

As a Call Centre Manager, you will oversee the daily operations of our call centre, ensuring excellent customer service and efficient processes. You will lead a team of call centre representatives, managing their performance and development while optimizing call centre technology to meet business goals.

Key Responsibilities

• Manage daily operations, ensuring smooth workflow and adherence to service standards

• Develop and implement call centre policies and procedures

• Manage call centre representatives’ work schedule, manpower planning and budgeting

• Monitor call centre interactions to ensure high-quality customer service and satisfaction

• Address and resolve customer complaints and issues promptly

• Analyse call centre data to identify trends and areas for improvement

• Develop strategies to enhance performance metrics, such as call resolution time and customer satisfaction scores

• Optimize the use of call centre technology and software to improve efficiency

• Prepare regular reports on call centre performance and present findings to management

• Use data-driven insights to make informed decisions and recommendations

• Lead, mentor, and develop a team of call centre representatives, encouraging a positive and productive work environment

• Visit customers to gain insights on service levels and manage service enhancements

• Coordinate with stakeholders internally on service improvements and other service and training related initiatives

• Conduct regular performance evaluations and provide constructive feedback

Requirement

• Diploma/ Bachelor’s Degree in business administration or a related field

• Min. 4 years of experience in call centre management or a similar role

• Proven experience in people management, manpower and shift planning as well as budgeting

• Customer-centric, able to understand customer journey and empathise with customers across different touch points

• Strong interpersonal communication and relationship building skills, capable of bridging differences with people from diverse backgrounds

• Analytical mindset with a focus on data-driven decision-making and problem-solving skills

• Proficiency in call centre software and technology

• A leader and a team player who enjoys working in dynamic and multicultural business environment