Call Centre Manager - Singapore - PREMIER PRESTIGE SINGAPORE PTE. LTD.

PREMIER PRESTIGE SINGAPORE PTE. LTD.

Verified Company

Singapore

3 weeks ago

Posted by:

Wei Jie

beBee Recruiter

Description

Job Overview:

The Call Centre Manager is a key leadership role, responsible for overseeing and optimizing the performance of the call centre's inbound and outbound operations.

You will lead a team of call centre representatives in delivering product/treatment updates and information to our valued customers via making outbound calls. You will be responsible for managing and guiding the team's daily activities, ensuring excellent customer experiences and achieving business objectives through efficient call handling.
**This is a new set-up, as such you will be creating strategies, implementing processes, setting up reports and systems, to drive continuous improvement to meet and exceed performance targets.

Manage and motivate a team of call centre representatives to deliver exceptional customer experiences through inbound/outbound calls
Set clear performance goals and KPIs for the team and monitor performance regularly, providing coaching and feedback to improve performance where needed
Develop effective call scripts for outbound telesales, ensuring compliance and delivering persuasive messaging
Train the team to be equipped with product/treatment knowledge, communication skills and call handling techniques
Make outbound calls to existing customers to invite them to try our product/treatment
Manage appointments/bookings (confirming appointments/rescheduling), customer queries, issues and complaints effectively and professionally
Prepare regular reports and presentations on team performance and projections for management
Other adhoc duties as and when required

Job Requirements:

Min. Diploma in any field
Min. 5 years of experience in outbound call centres / telesales / customer service, with 2 years management experience preferred
Proficiency in Microsoft Office
Outstanding communication and interpersonal skills
Excellent leadership and team management skills, with the ability to motivate and mentor team members
Ability to speak with customers in a professional, serviceoriented and persuasive manner