Contact Centre Manager

Job Description

  • Responsible to recruit, train, coach and lead contact centre representatives to ensure high satisfactory of customer service level at all time.
  • Implement manpower planning in line with call volume and calling capacity.
  • Schedule and roster contact centre team considering call arrival pattern and shrinkage.
  • Resolving representative’s questions, providing guidance through challenging calls and handling issues that are out of representative’s capacity.
  • Ensuring team consistently achieve desired service levels and implements corrective action necessarily.
  • Analyse contact centre data to improve processes, utilizing resources effectively and prioritizing efficiency and customer satisfaction.
  • Work closely with various stakeholders to improve service training and development of new and existing representatives.
  • Keeping abreast with current market trends and establish contact centre goals.

Key Qualifications

  • Minimum a Diploma or relevant qualification
  • At least 1-2 years of experience in similar capacity.
  • In-depth knowledge of management principles and knowledge of company’s products, services and policies.
  • Strong coaching and leadership skills, ability to motivate employees.
  • Able to multitask and work in a fast-paced environment.
  • Proficient in speaking both English and Mandarin (for liaison with Mandarin speaking customers)

Think You're a Good Fit?

Send your resume to hr@capc.com.sg, with the subject header as
'Application for (job title)'.