Job Requirements
Job benefits
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Medical insurance
To ensure your health and wellbeing, you have various medical plans to choose from depending on your situation and unique needs. From partial up to full medical coverage, we got you covered.
Skills
Job description for Call Centre Operations Manager at Incall Systems Pte Ltd
- Manage the daily operations of the Contact Centre to ensure smooth operations.
- Conduct periodic reviews to existing procedures and develop strategies for improvement.
- Implement processes to improve operational efficiency.
- Analyze various KPIs and report results to various stakeholders regularly to ensure that service levels are met.
- Oversees the reporting team to review and draw data insights on internal and external Contact Centre performance reports.
- Liaise with Account Manager to work with clients to coordinate training sessions for upcoming Client’s campaigns, follow up on outstanding cases, and to give feedback for further improvement of specific campaigns.
- Generate daily reports for internal reviews and other documentation as required.
- Ensure all standards and procedures are followed and maintained
- Other ad hoc duties as required
- Minimum Diploma with 3 years of relevant experience in a contact centre with outbound & inbound exposure, preferably in a customer service / business services outsourcing.
- Must be well-versed with a few industry call centre’s telephony platforms, including the understanding/handling of generic CRM Tools
- Good command of written and spoken English
- Must be well-versed in Microsoft Excel
- Positive and able to drive the team to achieve targeted Service Levels
- Good leadership and people management skills
- Supervisory experience preferred