Contact Centre Manager
DHL SUPPLY CHAIN SINGAPORE PTE. LTD. Sembawang Full-time
Responsibilities :
- 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.
Requirements:
- 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
- Able to make or direct decisions on staffing, systems and operational needs of the Contact Centre
- Possess a customer-oriented outlook
- Experience in dealing with IT requirements from a business perspective
Auto & GeneralToa Payoh, 13 km from Sembawang
Supporting the contact centre, the Executive (Contact Center Sales) will help to create an environment that delivers an unrivalled Customer experience in the insurance industry in Singapore.
Your role is to ensure the delivery of quality services...
DHL SUPPLY CHAIN SINGAPORE PTE. LTD.Yishun, 3 km from Sembawang
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...
Recruit ExpressSengkang, 11 km from Sembawang
Min Diploma/ Degree in any relevant discipline
• At least 5 years of supervisory experience in contact center environment
• Exposure working in BPO setting advantageous
• Experience in call centre, as well as setting up process flow for chat...