Senior Manager, Contact Centre [East | MNC | Office Hours]

TDCX; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

A leading BPO company in Singapore is looking for an experienced team manager to oversee customer service excellence. You will manage metrics, ensure employee happiness, and drive quality for a team of 20 to 30. Candidates should have a Diploma or Bachelor's degree with at least 5 years of experience in a contact center environment, showcasing strong communication and operational skills.

Benefits

Attractive remuneration

Comprehensive medical coverage

World-class workspaces

Flexible working arrangements

Qualifications

• 5 years of experience managing 20 to 30 seats in a contact center.
• Strong knowledge of Net Promoter Score and quality programs.
• Excellent verbal and written English communication skills.

Responsibilities

• Manage and drive performance metrics for customer service.
• Ensure team communication aligns with business goals.
• Recruit, onboard, and train team members effectively.

Skills

Understanding of contact center operations

Customer satisfaction knowledge

Organizational skills

Effective communication skills

Education

Diploma or Bachelor's Degree

Job description

Do you aspire for a rewarding career that lets you do more and achieve more? Unleash your full potential at work with an award-winning and fast-growing BPO company.

Work with the world’s most loved brands and be with awesome, diverse people. Be home, belong, and start your journey with us!

Top reasons to work with Us

• Attractive remuneration, great perks, and performance incentives

• Comprehensive medical, insurance, or social security coverage

• World-class workspaces

• Engaging activities and recognition programs

• Strong learning and development plans for your career growth

• Positive culture for you to #BeMore at work

• Easy to locate area with direct access to public transport

• Flexible working arrangements

• Be coached and mentored by experts in your field

• Join a global company, winner of hundreds of industry awards

What is your mission?

You’ll help us deliver excellent service to our partner brands by performing these tasks:

• Manage and utilize metrics to drive positive change in areas such as Service Level Agreements, Productivity, Customer Satisfaction, Quality, NPS and Contact Rate.

• Work with direct reports to find learnings from real life situations to set and improve metric-based goals; consistently drive teams towards higher performance and quality expectations.

• Monitor costs and losses incurred by managing team’s contribution to the greater Customer Experience budget.

• Ensure employee happiness by working with Leads to create strong connections with the whole team and utilize effective communication to help translate the Mission of our client into meaningful and clear goals.

• Maintain ultimate responsibility for team structure, recruiting, on-boarding and training by working with outmost leadership, direct reports and other business partners.

• Use learnings from team members to identify opportunities and advocate for product improvements that support the team’s strategy and the needs of the customer.

• Navigating the team to ever changing landscape of the business by communicating and manage change.

• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of company.

Who are we looking for?

• Candidate must possess at least a Diploma. Bachelor's Degree, Professional Degree in any field.

• 5 years of working experience in the related field managing 20 to 30 seats and above is required for this position

• Excellent understanding of contact centre operation

• Sound knowledge of customer satisfaction, Net Promoter Score and quality programs

• Organizational and time management skills

• Effective facilitation skills in client and staff meetings

• Excellent verbal and written communication skills in English and the language of supporting market