Lead Call Center Customer Experience Manager

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

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.