Assistant Manager/Manager (Contact Centre)

at  SP SERVICES LIMITED

WHAT YOU’LL NEED:

• At least 5 years of experience in contact centre or similar environment
• At least 3 years of managerial or supervisory experience
• Good people management skills and able to work under pressure
• Familiar with customer service metrics and strong customer - fronting and communication skill
• Knowledge in CRM and telephony systems
• Ability to work independently while being a cohesive team member
• Excellent leadership and interpersonal skills
• Change management and stakeholder management

Operations

• Manage and supervise team of call / chat agents and provide leadership and mentoring
• Ensure that the monthly regulatory and internal KPIs are met
• Monitors and measures service metrics and call volume to develop standards, improvements and resource allocation.
• Overseas the creation and implementation of efficient and balanced workflows that maximise efficiency and produce high levels of service quality and customer satisfaction
• Provides inputs to strategic decisions that impact the functional area of responsibility.
• Capable of handling and resolving escalated issues and complaints arising from operations and requiring coordination with other departments.
• Provides mentoring and leadership to team of agents
• Execute quality monitoring requirements that deliver intent and customer satisfaction goals

Projects

• Involvement in various projects, such as telephony system upgrade, CRM system upgrade
• Lead in implementing and operationalizing new hotlines
• Involvement in implementation of digital solutions to provide convenience to customers