Job Description

Job Details

Position:

Call Centre Manager

Job Type:

Full-Time

Salary:

Up to $7,000 (Dependent on Experience)

Eligibility:

This position is open only to Singaporean citizens.

We are seeking an experienced and dynamic Call Centre Manager to lead our team towards exceptional service delivery. In this pivotal role, you will be responsible for the holistic management of our call centre operations, ensuring we meet and exceed our Service Level Agreements (SLAs) and key performance indicators (KPIs). You will report directly to the Senior Leadership team and play a key role in shaping our customer service strategy.

Key Responsibilities

Operational Leadership:

Manage the daily operations of the call centre team to achieve all operational objectives through effective workforce planning, KPI setting, execution, and contingency planning.

Performance Management:

Ensure holistic attainment of Service Levels across assigned metrics such as call volume, timeframe, and quality.

Strategic Improvement:

Develop and implement strategic plans to optimize call management, escalation procedures, and overall service efficiency.

Cross-Functional Collaboration:

Work closely with Quality Assurance, other business lines, and cross-functional teams to drive service excellence across all operations.

Stakeholder Management:

Align objectives and set clear expectations with internal and external stakeholders on SLAs and performance outcomes.

Escalation Handling:

Act as a key point of contact for business lines on escalations, incident reporting, and implementing de-escalation solutions. Perform service recovery calls when necessary.

Productivity Optimization:

Ensure team productivity is maintained during lull periods through targeted initiatives, reporting, and administrative tasks.

Team Development:

Conduct regular coaching, mentoring, and year-end appraisals. Identify high-potential talent for retention and recognition programs.

Job Requirements

A Degree in a relevant field is preferred. Candidates with a proven track record and extensive experience may be considered in lieu of the academic qualification. Minimum of 5 to 7 years of relevant call centre experience, with at least 2 years in a managerial or team lead capacity. A proven track record in achieving service deliverables and performance targets in a fast-paced environment. Experience with statistical analysis and/or large data processing is a strong advantage. Proficient in Microsoft Office Suite (Word, Excel, PowerPoint). Excellent communication and articulation skills, both written and verbal. A resilient and innovative problem-solver, able to thrive under pressure and meet strict service deliverables.

Selected candidates will be required to complete a company training course and pass an assessment test.

PERSOL Singapore Pte Ltd o RCB No. 200007268E o EA License No. 01C4394

R1327265 (CHNG JINGWEI)