Call Centre Manager / Assistant Manager
at Prowess Talent Management
- Full Time
- 4 weeks ago
- 4,500 - 5,500 USD Monthly
- 1 (vacancy)
Job Role Insights
-
Date Posted:
Posted 4 weeks ago -
Hiring location
Singapore -
Offered Salary
4,500 - 5,500 USD / Monthly -
Min. Qualification
Bachelor’s Degree -
Experience
3 Years Min -
Job Type
Full Time -
Job Role
Team Leader / Supervisor
Key Responsibilities
- – Team Leadership: Supervise, mentor, and motivate a team of call centre agents, ensuring high levels of engagement and performance.
- – Performance Management: Set and monitor KPIs (Key Performance Indicators) for the team, and provide regular feedback, coaching, and training to improve individual and team performance.
- – Operational Efficiency: Oversee daily call centre operations, including call volumes, service levels, and resource allocation, to ensure optimal performance and customer satisfaction.
- – Customer Satisfaction: Monitor customer interactions, ensure issues are resolved promptly, and proactively address any service gaps to improve customer satisfaction.
- – Training & Development: Identify training needs, provide ongoing support, and implement development programs for agents to enhance skills and productivity.
- – Reporting & Analysis: Compile and present regular reports on team performance, call centre metrics, and customer feedback to senior management.
- – Problem Solving: Address complex customer issues, escalate when necessary, and ensure effective resolution.
- – Compliance & Quality Assurance: Ensure adherence to company policies, procedures, and regulatory standards, and implement quality control measures for customer interactions.
- – Process Improvement: Continuously review and recommend improvements to processes, workflows, and tools to enhance operational efficiency and service quality.
Qualifications & Skills
- – Proven experience (3+ years) in managing or supervising a call centre or customer service team.
- – Strong leadership skills with the ability to motivate and develop teams to achieve performance goals.
- – Excellent communication, interpersonal, and problem-solving skills.
- – Strong analytical skills with experience in generating reports and interpreting performance data.
- – Ability to manage multiple priorities in a fast-paced environment.
- – In-depth knowledge of call centre operations, performance metrics, and customer service best practices.
- – Proficient in call centre software and Microsoft Office Suite.
- – Ability to work flexible hours, including evenings or weekends, if required.
