We are looking for a dynamic Customer Service Manager (Call Center) to lead our customer engagement operations. This role is responsible for managing inbound and outbound contact center activities, ensuring exceptional customer experience, and driving operational excellence through effective leadership and process optimization.

Key Responsibilities

• Oversee daily operations of the contact center, ensuring SLAs and KPIs are consistently met.
• Lead, coach, and develop a team of agents and supervisors to achieve performance goals.
• Monitor and analyze call center metrics (e.g., service levels, average handling time, customer satisfaction) and implement improvement strategies.
• Develop and enforce policies, procedures, and quality standards for customer interactions.
• Manage workforce planning, scheduling, and resource allocation.
• Handle escalated customer issues and ensure timely resolution.
• Collaborate with cross-functional teams to align customer service objectives with business goals.
• Prepare and present performance reports to senior management.
• Identify opportunities for automation and technology enhancements to improve efficiency and customer experience.
• Drive initiatives that meet industry excellence standards, including experience in achieving CAAS (Customer Assurance Accreditation Standard) awards or similar certifications.

Qualifications & Skills

• Bachelor's degree in Business, Communications, or related field.
• Minimum 5 years of experience in contact center management.
• Strong leadership and team-building skills.
• Excellent communication, problem-solving, and decision-making abilities.
• Proficiency in contact center software, CRM systems, and reporting tools.
• Ability to analyze data and drive process improvements.
• Proven track record in implementing quality frameworks and achieving CAAS or equivalent customer service awards.

Preferred Attributes

• Experience in high-volume, multi-channel environments (voice, email, chat).
• Knowledge of workforce management tools and quality assurance frameworks.
• Customer-centric mindset with a focus on continuous improvement

We regret to inform you that only shortlisted candidates will be contacted.

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This is in partnership with Employment and Employability Institute Pte Ltd ("e2i"). e2i is the empowering network for workers and employers seeking employment and employability solutions. e2i serves as a bridge between workers and employers, connecting with workers to offer job security through job-matching, career guidance and skills upgrading services, and partnering employers to address their manpower needs through recruitment, training, and job redesign solutions. e2i is a tripartite initiative of the National Trades Union Congress set up to support nation-wide manpower and skills upgrading initiatives. By applying for this role, you consent to e2i's PDPA.

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