[Job ID: 1634626]
Responsibilities
- Manage daily call centre operations, including resource planning, equipment sourcing, and strategy execution
- Develop and implement operational strategies to improve service levels, efficiency, and customer satisfaction
- Conduct needs assessments, performance reviews, and cost-benefit analyses
- Set, track, and achieve KPIs such as response time, service level, sales, and quality standards
- Ensure accurate documentation and timely updates of communications, records, and data
- Monitor call quality through random audits to minimise errors and improve performance
- Oversee recruitment processes, including drafting job advertisements and coordinating with HR
- Evaluate staff performance, identify training needs, and organise development programmes
- Analyse operational data and prepare performance reports for management
- Resolve complex customer complaints and escalations effectively
- Plan workforce scheduling, including shift patterns and headcount allocation
- Coach, motivate, and retain team members to maintain high engagement and performance
- Support the Customer Service Director in driving process alignment initiatives
- Lead and support projects such as new product or technology implementations
- Demonstrate hands-on leadership by actively supporting team operations when required
Requirements
- Bachelor's degree in Business Administration, Operations Management, Customer Service, or related field
- 6-10 years of experience in customer service or call centre operations
- At least 3-5 years of managerial or leadership experience
- Proven track record in managing KPIs such as service level, response time, customer satisfaction, and quality metrics
- Experience in workforce planning, performance management, and operational reporting
To Apply, please kindly email your updated resume to
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EA Personnel Name: Gary Ho Cheng Xuan
EA Personnel Reg. No.: R1549767
EA License No.: 07C5771
