Call Center Manager | Contract

Location Singapore
Discipline Call Centre & Customer Service
Job Reference BBBH108549_1639736323
Salary S$4500 - S$5500 per month
Consultant Name Carolyn Ann Santibanez Mendoza
Consultant Email
Consultant Contact No. 65515316
EA License No. 02C3423
Consultant Registration No. R1105160

Job Scope:

  • Managing the daily running the call center, including effective resource planning and implementing call center strategies and operations
  • Carrying out need assessments, performance reviews and cost/ benefit analysis
    Setting and meeting SLA
  • Ensuring all relevant communications, records and data are updated and recorded
  • Monitoring random calls to improve quality, minimize errors and track operative performance
  • Coordinating staff recruitment and liaising with HR staff
  • Reviewing the performance of staff, identifying training needs and planning training sessions
  • Recording statistics, user rates and the performance levels of the center and preparing reports
  • Handling complex customer complaints or enquiries
  • Organizing staffing, including shift patterns and the number of staff required to meet demand
  • Assist to drive and champion initiatives for process alignment and/or improvements
  • Support dedicated projects (e.g., Implementation of new products or technologies)"

Job Qualifications:

  • Degree or Diploma in any discipline
  • With minimum 5 years of relevant experience in managerial and/or training in the contact center industry
  • Able to work in a fast-paced and demanding environment
  • Open to work in shift and weekends if business requires

Carolyn Ann Santibanez Mendoza EA License No. 02C3423 Personnel Registration No. R1105160

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