Call Centre Manager - Singapore - PERSOLKELLY Singapore Pte Ltd (Formerly Kelly Services Singapore Pte Ltd)

Description

Call Centre Manager (Utilities Industry / Up $6400 / Central)

Call Centre Manager (Utilities Industry / Up $6400 / Central)

PERSOLKELLY Singapore Pte Ltd (Formerly Kelly Services Singapore Pte Ltd)

Working hours: 08.30am – 6.00pm, 08.30am – 5.30pm or 09.00am – 6.00pm (Monday to Friday)Job ResponsibilitiesManage and supervise team of call / chat agents and provide leadership and mentoringEnsure that the monthly regulatory and internal KPIs are metMonitors and measures service metrics and call volume to develop standards, improvements and resource allocation.

Overseas the creation and implementation of efficient and balanced workflows that maximise efficiency and produce high levels of service quality and customer satisfactionProvides inputs to strategic decisions that impact the functional area of responsibility.

Capable of handling and resolving escalated issues and complaints arising from operations and requiring coordination with other departments.

Provides mentoring and leadership to team of agentsExecute quality monitoring requirements that deliver intent and customer satisfaction goalsProjectsInvolvement in various projects, such as telephony system upgrade, CRM system upgradeLead in implementing and operationalising new hotlinesInvolvement in implementation of digital solutions to provide convenience to customersJob RequirementsAt least 5 years of experience in contact centre or similar environmentAt least 3 years of managerial or supervisory experienceGood people management skills and able to work under pressureFamiliar with customer service metrics and strong customer - fronting and communication skillKnowledge in CRM and telephony systemsAbility to work independently while being a cohesive team memberExcellent leadership and interpersonal skillsChange management and stakeholder managementInterested candidate please click "APPLY" to begin your job search journey and submit your CV directly through the official PERSOLKELLY job application platform - GO regret to inform that only shortlisted candidates will be notified.

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Company information

Registration No EEA No.

01C4394Your application will include the following questions:
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