Contact Centre Manager (Service Quality) @Maxwell - Up to $5000

Success Human Resource Centre Pte Ltd

Contact Centre Manager (Service Quality) @Maxwell - Up to $5000

Success Human Resource Centre Pte Ltd


Job Nature: Permanent, Contract

Position Level: Experienced, Manager

Job Category: Call Centre, Corporate Communications/Public Relations , Customer Service, Training/Development

Qualification: Diploma, Bachelor's / Honours

Salary: Login to view


 

  • Contract / Permanent
  • Maxwell
  • Office Hours, Mon – Fri
  • Up to $5000

 

As a key member of the contact centre, you will be required to manage the operations of all the centres effectively and efficiently to meet the agreed service level agreements. You will need to be strong in managing and building good relationships with key customers.

Key Responsibilities:

  • Manage the daily operations of the contact centres
  • Key interface with client to identify and translate client’s policies and service requirements into well-documented operational procedures.
  • Responsible to attain excellent service quality across the call Centre
  • Accountable for meeting internal and client’s service level agreements
  • Manage human resource planning, recruitment and logistics to meet centre’s requirements.
  • Coach and motivate a diverse team of staff to meet performance targets
  • Conduct trainings and regular knowledge to sharing meetings to share important lessons learnt and information
  • Prepare regular management reports to track the service quality and performance levels of the centres
  • Involved in internal audits improve service quality and performance levels
  • Handle escalated / complex customer complaints or enquiries
  • Reports to the Call Centre manager & perform ad-hoc projects as assigned by manager

 

Period:  

  • Contract / Permanent

 

Location:

  • Maxwell 

 

Working Hours:

  • Office Hours, Monday – Friday

 

Salary:

  • $3200 - $5000

 

Requirements:

  • Degree/Diploma in Business Administration, Customer Relations, Marketing, Human Resource Management, or equivalent
  • At least 3 - 5 years working experience in a contact / call centre environment in a supervisory capacity
  • Possess excellent customer service, communication, training, interpersonal  and written skills
  • Strong command of English and Mandarin/Malay/Tamil (to liaise with Mandarin/Malay/Tamil Speaking clients)
  • Proficient in MS office applications, especially power point & excel
  • Good planning, co-ordination and problem-solving skills
  • Familiar with scheduling, CRM(SAP), IVRS, and call distribution systems
  • Proven senior supervisory experience in large contact centre environment will be advantageous
  • Have the desire to succeed in a competitive environment
  • Proven ability to effectively manage client relationships
  • High standards of customer service, honesty and integrity
  • Ability to manage a diverse team, work in a fast paced environment and independently
  • Ability in identifying, addressing and resolving day-to-day issues and challenges
  • Matured workers are welcome to apply

 

Interested applicants, kindly email your detailed resume (MS Word format is preferred):

 

[Click Here to Email Your Resume] (Reg No: R1107386)

 

Please ensure that applications sent through email are no bigger than 1Mb.

 

We thank all applicants for your interest but regret to inform that only shortlisted candidates would be notified.

 

Success Human Resource Centre Pte Ltd (EA License Number: 97C4832)

1 Sophia Road, Peace Centre,

#06-23/29 Singapore 228149

T: 6337 3183 | F: 6337 0329 | W: [Click Here to Email Your Resume]

Company Overview

Success Human Resource Centre Pte Ltd is an established Recruitment Firm specialising in Permanent, Contract and Temporary placements. We have clients in the various industries that meet your requirements for your career aspiration and advancement.
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