Assistant Manager, Call Centre (Luxury Retail)

About the Role

Adecco is partnering with a leading global luxury group tohire an Assistant Manager, Call Centre. In this role, you will lead and managea team of Client Service Advisors, ensuring exceptional service delivery across all communication channels while driving both service excellence and sales performance.

Key Responsibilities

. Lead and manage daily operations of the Call Centre to ensure service excellence and KPI achievement
. Supervise, coach, and motivate a team of Client Service Advisors to meet service quality and sales targets
. Act as the first point of contact for team support, escalation handling, and operational guidance
. Monitor performance metrics, identify trends, and implement action plans to improve customer satisfaction and sales conversion
. Oversee inbound and outbound interactions across phone, email, live chat, and social platforms
. Support clienteling initiatives and provide insights to enhance customer engagement and brand relationships
. Collaborate with internal stakeholders, including after-sales and repair teams, to ensure seamless customer experience
. Ensure compliance with company policies, data security standards, and operational procedures
. Support training needs identification and work closely with trainers to enhance team capabilities

Job Requirements

. Minimum 3-5 years of experience in call centre or customer service management, preferably in retail or e-commerce
. Strong leadership skills with experience managing and coaching teams
. Familiarity with CRM and contact centre tools (e.g. Salesforce, telephony systems, social media platforms)
. Experience in workforce planning, scheduling, and quality monitoring processes
. Strong customer-centric mindset with the ability to handle escalations and complex cases
. Good analytical skills with the ability to interpret data and drive performance improvements
. Excellent communication and interpersonal skills with a professional and polished demeanor

Next Steps:

Click Apply here or email your resume to [Confidential Information].
Only shortlisted candidates will be contacted.

EA License: 91C2918 | Personnel Registration Number: R22104771