Contact Center Manager | Contract

Location Singapore
Discipline Call Centre & Customer Service
Job Reference BBBH138369_1715854349
Salary S$5000 - S$7000 per month
Consultant Name Carolyn Ann Santibanez Mendoza
Consultant Email
Consultant Contact No. 65515316
EA License No. 02C3423
Consultant Registration No. R1105160

Job Scope

  • Provide leadership and regular coaching to Team Leaders and Agents
  • Responsible for managing the day-to-day running of the contact center, which includes effective resource planning in ensuring KPIs are consistently achieved
  • Work closely with HR to ensure fast, effective, and quality staff recruitment
  • Build an engaging and motivated workforce by creating a positive and vibrant environment for staff to thrive. This could be in the form of daily huddle sessions, team building activities and monthly coaching sessions
  • Conduct consistent reviews of staff performance to identify training gaps and needs
  • Take ownership and resolve any urgent or critical issues escalated by the Client or team
  • Work closely with Client to support investigation and service recovery process
  • Conduct root causes analysis and identify opportunities to increase Customer Satisfaction Score (CSAT) ratings
  • Establish and oversee the implementation of work processes and SOPs of the contact center and make recommendations for improvement
  • Ensure quality call audits are performed to deliver good quality of service, low error rate and adherence to operations guidelines and processes
  • Work closely with Data Analyst to provide critical insights and ensure daily, weekly, and monthly performance and service reports are sent to clients and management in a timely manner
  • Any other duties and responsibilities that may be assigned by the management from time to time

Job Requirements

  • Possess a recognized Degree in any relevant discipline
  • Solid expereince in a customer service, contact center or call center environment
  • At least 5 years of experience in managerial position in the contact center industry
  • With excellent client management skills
  • Outstanding communication and interpersonal skills

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

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