Contact centre manager

Up to $6.5 K per month + 1 month PB Contact Centre Manager (Government Project) Chai Chee Mon to Friday (8.30am to 6pm) Based in Singapore, we are a holistic talent solutions company and subsidiary of TDCX, with an extensive network of recruitment experts in over a dozen industries. Our team has a collective experience of over a decade when it comes to workforce solutions and management, excelling in end-to-end talent scaling to meet individual business goals. One of our clients, helps their clients, including many of the world's best brands, achieve their customer experience aspirations by harnessing technology, human intelligence, and our global footprint, is looking for an experienced professional to lead their dynamic team as Contact Centre Manager. The Contact Centre Manager is responsible for overseeing contact centre operations to ensure excellent customer service and efficient performance. This role is hands-on, requiring direct management of the team, process implementation, and support for a government project to ensure compliance with regulatory standards. Job Description Directly manage and develop the contact centre team, fostering a high-performance environment. Implement strategies to meet service-level agreements (SLAs) and improve processes and achieve KPIs. Maintain high service quality and promptly resolve escalations. Ensure operations comply with government regulations and project-specific requirements. Analyse performance data to identify improvement opportunities. Work with other departments to align operations with government project needs Collaborate with HR for efficient staff recruitment. Review staff performance and identify training needs. Assist in client investigations and service recovery. Analyse root causes and improve CSAT ratings. Establish and improve work processes and SOPs. Ensure quality call audits and adherence to guidelines. Provide insights and timely reports to clients and management. Job Requirements The candidate must possess at least a degree. Min 5 years prior experience managerial positions in the contact centre industry. Strong leadership and communication abilities. Analytical skills for data-driven decision-making. Proficiency in contact centre software and CRM systems. Hands-on management style. Ability to work under pressure and manage multiple priorities. By submitting any application or résumé to us, you will be deemed to have agreed and consented to us disclosing your personal information to prospective employers for their consideration. We regret only short-listed candidates will be notified. Ken Zhang Aichang (R1110470) (TDCX Talent Solutions Pte. Ltd.) EA License: 23 C2024 #J-18808-Ljbffr