Call Center Manager, Singapore

Position: Call Center Manager Salary: up to $7,000 (Dependent on Experience)
Responsibilities: Report to the Senior Leadership team, ensuring holistic Service Level attainment across assigned metrics Manage a team to achieve operational objectives through workforce planning, KPI setting, execution, and contingency planning Develop strategic plans to optimize inbound call management and escalation procedures, ensuring timely and professional service delivery Collaborate with cross-functional teams to drive quality standards and service excellence across inbound and outbound operations Align objectives and set expectations with stakeholders on Service Level Agreements (SLAs) versus call volume, timeframe, and other factors Liaise with business lines and Quality teams on escalations, incident reporting, and de-escalation solutions Perform service recovery calls as needed Ensure team productivity during lull periods through initiatives and reporting Conduct coaching, mentoring, and year-end appraisals, and identify talent for retention and recognition Perform other ad-hoc duties as assigned
Requirements:
Degree in a relevant field (candidates with extensive experience may be considered without the academic requirement) 5-7 years of call center experience with 2 years of managerial expertise Proven track record in service deliverables and performance attainment Statistical and/or large data processing background is a plus Proficient in MS Office (Word, Excel, PowerPoint) Excellent communication and articulation skills Ability to thrive in a high-paced environment and innovate solutions to meet service deliverables Selected candidates will be required to complete a training course and pass an assessment test Eligibility: Only Singaporean citizens may apply for this role.