Your new company
A logistics firm is looking for a Contact Centre Manager (BPO)
Your new role
- Provide leadership, development and coaching of Assistant Managers, Team Leaders, QAs, Trainers and Agents.
- Drive Employee Engagement to help our employees feel connected to one another and the company, and care deploy about their work.
- Foster a workplace that helps the team thrive.
- Actively engage and support the development of your team to ensure better performance and succession planning.
- Work with HR and Recruitment drive the recruitment & selection of Assistant Managers, Team Leaders, QAs, Trainers and Agents.
- Work with QAs and trainers to carry out regular audits, developing a culture where training and development are part of the team, identifying actions and working with trainers to ensure the skills and knowledge are developed effectively.
- Contribute to the design and implementation of change requests which impact the contact centre.
- Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer
- experience.
- Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets.
- Identify and instill best practice, processes and systems and drive continuous improvement environment.
- Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis.
- Ensure service targets, SLA's and KPI's are continually reviewed and expectations are met with optimum levels of quality & service delivery.
What you'll need to succeed
Your previous experience in a similar role will lead to your success, as you will ideally have:
- Minimum Degree in any discipline
- At least five (5) years of experience in managing projects of similar domain (including experience in call centre management), scope and scale
- Good knowledge of contact centre industry best practices.
- Good supervisory, communication, interpersonal and project management skills.
- Possess Customer Operations and Performance Centre (COPC) certification or equivalent
What you'll get in return
You will be given the chance to continuously grow in the company due to the expanding business entity, whilst being a part of the team in the growing business.
What you need to do now
If you're interested in this role, click apply now to forward an up-to-date copy of your CV, or call Francesca at Hays on +65 6027 2257 or email [Confidential Information] for a confidential discussion. Referrals are welcome.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.
EA Reg Number: R1660446
EA License Number: 07C3924
Company Registration No: 200609504D
