Retail Management

Contact Centre Manager

Start

Immediately

Location

Singapore

Experience

Experienced

Departament

Retail Management

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.

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)

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.