Contact Center Manager (Contract) Up to $5500

Location Singapore
Discipline Call Centre & Customer Service
Job Reference BBBH128106_1684490817
Salary S$4500 - S$5500 per month
Consultant Name Rupa Kankariya
Consultant Email rupa.kankariya@manpower.com.sg
Consultant Contact No. 65515317
EA License No. 02C3423
Consultant Registration No. R1441955


Job Description:

  • Provide leadership and regular coaching to Team Leaders and Agents.
  • Responsible for managing the day-to-day running of the contact centre, 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
  • Establish and oversee the implementation of work processes and SOPs of the contact centre 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


Requirement:

  • Bachelor's degree or diploma in administration, human resource or in related majors
  • At least 5-7 years of experience in managerial role in the contact center industry.
  • Must have good client engagement skills.
  • Able to work in a fast paced environment


Interested Applicants, please email your resume to rupa.kankariya@manpower.com.sg (R1441955), stating the position as the subject title in the email.

Rupa Kankariya EA License No. 02C3423 Personnel Registration No. R1441955

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