Contact Centre Manager

Responsibilities

You will be responsible for the following:

• 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.

Requirements

• 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)

How To Apply

If you are interested in this position, kindly send your resume to [email protected], with the subject header as 'Application for (job title)'.

We regret to inform you that only qualified candidates will be notified.