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Call Center Manager (Singapore)

Employer: Capita Pte Ltd
Industry: Telecommunications
Location: Singapore

Job Description:
• Monitoring random calls to improve quality, minimise errors and track operative performance
• Organising staffing. including shift patterns and the number of staff required to meet demand
• Coaching. motivating and retaining staff
• Reviewing the performance of staff, identifying timing needs and planning training sessions
• Recording statistics. user rates and the performance levels of the centre and preparing reports
• Managing the daily running of the call centre, including sourcing equipment. effective resource planning and implementing call centre strategies and operations
• Carrying out needs assessments. performance reviews a. cost/benefit
• Setting and meeting performance targets for speed, efficiency, sales and quality
• Assist Head of Departments to drive and champion initiatives for process alignment
• Ensuring all relevant communications. records and data are updated and record.
• Handling complex customer complaints or enquiries
• Support dedicated projects (eg. Implementation of new products or technologies)

Job Requirement:
– Minimum Diploma or Degree in any fields
• Have 5 years of experiences leading a team of call center team
• Possess good interpersonal skill
• Good experiences in handling complex customer complaints or enquiries


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