Head of Service Business Support

Join our dynamic call centre team as a Manager, where you'll spearhead operations and enhance performance. Leverage your leadership skills to drive efficiency and elevate customer service quality.

Responsibilities

• Oversee the daily operations of the call centre, including resource planning and strategy implementation.

• Conduct performance reviews, needs assessments, and cost/benefit analyses.

• Set performance targets for speed, efficiency, sales, and quality and ensure they are met.

• Monitor calls to enhance quality, reduce errors, and evaluate staff performance.

• Coordinate recruitment efforts, including crafting job advertisements and working with HR.

• Assess staff performance to identify training needs and organise training sessions.

• Compile statistics and performance reports for the centre.

• Address complex customer complaints and inquiries efficiently.

• Manage staffing logistics, including shift scheduling to meet demand.

• Coach and motivate staff to retain talent and improve overall performance.

• Assist in driving initiatives for process alignment in collaboration with the Customer Service Director.

• Support specific projects, such as the introduction of new products or technologies.

• Provide hands-on support to team members to lead by example.

Requirements

• Bachelor's Degree in any discipline.

• Strong leadership and people management skills, with a focus on effective communication.

• Professional presence to effectively represent the organisation in client and team meetings.

• Superior interpersonal skills to foster a collaborative team environment.

Interested candidates who wish to apply for the advertised position, please click on "Apply Now". We regret that only shortlisted candidates will be notified.

EA License No.: 01C4394 (PERSOL SINGAPORE PTE LTD)

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