Call Centre Manager (UP$5600), Office Hours - #1127242

RecruitFirst is hiring! You will be outsourced / deployed to:

Location: Central

Pay: UP $5600

Duration: 2 years contract (extendable)

Working hours: Monday to Friday, Office Hours

Job description:

• Provide leadership, development, and coaching to Assistant Managers, Team Leaders, QAs, Trainers, and Agents.

• Drive employee engagement to keep staff connected, motivated, and committed to their work.

• Foster a supportive and high-performing workplace environment.

• Actively mentor and develop team members to enhance performance and support succession planning.

• Partner with HR and Recruitment to manage hiring and selection of Assistant Managers, Team Leaders, QAs, Trainers, and Agents.

• Collaborate with QAs and Trainers to conduct regular audits and build a culture of continuous training and development.

• Contribute to the design and implementation of change requests impacting the contact centre.

• Ensure effective and consistent communication across the team while encouraging feedback and customer insights to enhance the overall customer experience.

• Establish and maintain a strong performance culture, including frameworks and review processes, to meet service levels and performance targets.

• Identify and implement best practices, processes, and systems to drive continuous improvement.

• Maintain open and transparent communication across all business levels to support knowledge sharing and root-cause analysis.

• Regularly review service targets, SLAs, and KPIs to ensure expectations are met with optimal quality and service delivery.

Requirements:

• Minimum Degree in any discipline.

• At least four (4) years of experience managing projects of similar domain, scope, and scale (including call centre management).

• Strong knowledge of contact centre industry best practices.

• Good supervisory, planning, management, and communication skills.

• Possesses COPC (Customer Operations and Performance Centre) certification or equivalent.

• Able to make or direct decisions regarding staffing, systems, and operational needs of the Contact Centre.

• Customer-oriented mindset and approach.

Interested applicants, please send your resume to [email protected]
We regret to inform you that only shortlisted candidates will be notified.

Leonard Lim Guan Hean
Outsourcing Team
RecruitFirst Pte Ltd
E.A. 13C6342