Assistant Manager (Call Center)
Job Type Full-time
Job Status Sourcing
Date Posted May30,2014
Location Singapore
Company Information
2 Ang Mo Kio Street 64, Singapore 569084
Ang Mo Kio 808080
Website: http://
Job Description

Assistant Manager (Call Center)

Job Purpose

Lead and manage executive (Service Desk) and Service Desk officer to consistently deliver excellent Service Desk for several major projects. Manage and oversee the training needs for both internal staff and external customer.

Key Accountabilities

· Achievement of year-on-year productivity gain

· Achievement and maintenance for customer satisfaction

· Achievement and maintenance of customer satisfaction

Job Responsibilities

· Lead a team of executive (Service Desk). Coach , Develop and counsel staff to build a performing team

· Lead and manage executive in providing training internally and externally

· Ensure the effective and timely management resolution of customer issues , while leading improvement initiatives for call center processes , system and staff competences to enhance the customer experience

· Assisting the manager (Service Desk) in the supervision of the day-to-day operations of the call center

· Applying appropriate call center work force and duty roaster methodologies to continuously meet service level targets to achieve opti9mal resource utilization and meet service targets

· Supervising call center staff to ensure all calls are attending to promptly with consistent quality and in accordance to define performance standard

· Auditing and Coaching call center staff on their tasks with particular emphasis on correct usage of call center systems and adherence to process, and accuracy of information provided to customers

· Manage and handle customers complaints

· Review and un keep call center support information to ensure it is kept current and accurate

· Developing , co-ordination and conducting training sessions for internal staff or external customer

· Manage and review the training methodology and needs for internal staff and external customer

· Champion in supporting call center service audit

· Review call center statistics for management reporting

· Perform other duties as assigned

Minimum Education:

· Diploma in IT or Business Admi9nistration or related discipline

Minimum Years /Type of Experience:

· Minimum 6 Years of Experience in supervising a small team of non-executive staff

· Mini8mum 8 Years of call center experience


Key Success factors:

· Results Focused

· Effective Communication

· Customer focus

· Commercial Acumen

· Creative Problem Solving

· Teamwork and cooperation

· Capability Development

· Engagement and Development


EA License NO: 07C5567

If you fit the above role and interested send your CV in a word format to cso



How to Apply
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