Call Center Manager

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 metricsManage a team to achieve operational objectives through workforce planning, KPI setting, execution, and contingency planningDevelop strategic plans to optimize inbound call management and escalation procedures, ensuring timely and professional service deliveryCollaborate with cross-functional teams to drive quality standards and service excellence across inbound and outbound operationsAlign objectives and set expectations with stakeholders on Service Level Agreements (SLAs) versus call volume, timeframe, and other factorsLiaise with business lines and Quality teams on escalations, incident reporting, and de-escalation solutionsPerform service recovery calls as neededEnsure team productivity during lull periods through initiatives and reportingConduct coaching, mentoring, and year-end appraisals, and identify talent for retention and recognitionPerform 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 expertiseProven track record in service deliverables and performance attainmentStatistical and/or large data processing background is a plusProficient in MS Office (Word, Excel, PowerPoint)Excellent communication and articulation skillsAbility to thrive in a high-paced environment and innovate solutions to meet service deliverablesSelected candidates will be required to complete a training course and pass an assessment testEligibility: Only Singaporean citizens may apply for this role.