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 carolyn.mendoza@manpower.com.sg
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

Please note that your response to this advertisement and communications with us pursuant to this advertisement will constitute informed consent to the collection, use and/or disclosure of personal data by ManpowerGroup Singapore for the purpose of carrying out its business, in compliance with the relevant provisions of the Personal Data Protection Act 2012. To learn more about ManpowerGroup's Global Privacy Policy, please visit https://www.manpower.com.sg/privacy-policy