Call Centre Manager - Singapore - AGAPE, CONNECTING PEOPLE PTE. LTD.

AGAPE, CONNECTING PEOPLE PTE. LTD.

Verified Company

Singapore

1 week ago

Posted by:

Wei Jie

beBee Recruiter

Work closely with stakeholders to achieve desired service levels and deliver positive customer experience.

Highlight gaps in proficiency and/or knowledge of TLs and CCS.
Oversee the Contact Centre operations and ensure resources are available to meet Key Performance Indicators (KPIs) (including targeted performance levels and target service levels as stated in the Contract).
Coordinate with stakeholders on the training requirements and the conduct of training
Identify and propose opportunities for improvements to processes, efficiency, and service quality
Prepare reports with all required information to the client.
Attend regular meetings with the client and relevant stakeholders
Performs quality audit checks on the CCS handling the programme. Audit checks should include account access, soft skills, knowledge management and resolving MoP's queries in accordance with the provided resources
Train CCS based on the provided resources. Prepare competency quiz, test, and checkins to ensure that CCS are providing with accurate information.

Provide After Action Review report for cases on failure of service delivery and ensure that gaps identified are resolved.

Requirements:

Strong Leadership, people management, mentoring, and coaching skills
Excellent interpersonal skills to engage and establish rapport with internal and external stakeholders to achieve goals and objectives
Strong knowledge in Contact Centre systems and processes
Good communication skills in English
Proficiency in other languages/dialects may be required depending on programme requirements
Ability to work shifts, weekends, and public holidays when required
Ability to handle difficult interactions in a professional manner
Must possess Diploma/A-Level/Degree
At least 3 years of relevant managerial experience in contact centre, customer support and customer service functions