Call Centre Manager (Operations & Performance)

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
• cv_gary@goodjobcreations.com.sg
• Please kindly refer to the Privacy Policy of Good Job Creations for your reference:
• https://goodjobcreations.com.sg/en/privacy-policy/
• We regret that only shortlisted candidates will be notified. However, rest assured that all applications will be updated to our resume bank for future opportunities.
• EA Personnel Name: Gary Ho Cheng Xuan
• EA Personnel Reg. No.: R1549767
• EA License No.: 07C5771

Additional Information

[Job ID: 1634626]

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