Salary Range: attractive package for the right candidate
Job Description:
Your role will be to oversee and manage a large Inbound Contact Center to deliver customer service excellence second to none. In addition to managing the call center floor, your role will also entail producing quantitative and qualitative reports on Call Center KPIs and related data with a view to analyze trends for process improvement and making recommendations to management for improvement in Call Center Operations.
You will be part of the core management team for the inbound site operations that will plan and implement strategies and processes as well as measurement, reporting, coaching and motivation schemes that will challenge, engage, empower and inspire your teams to achieve the Key Performance Indicators, which will include but not be limited to Call Volumes Handled, Service Level, Quality Scores, Customer Satisfaction Index.
To be considered for this challenging role, the criteria include:
Minimum university degree (S1), from reputable university with minimum GPA 3.00 (scale 4.0)
Microsoft Office skills essential
5 to 10 years supervisory experience in a contact center environment in service industry (e.g. telecommunications, banks)
Experience in managing a team, motivating, coaching & inspiring team members to achieve excellent service or sales target is necessary
Detailed, well organized and trustworthy
Fluently in English both oral & written
Excellent communication, presentation and interpersonal skills
Ability to deal with people from all levels professionally
Effective planning, organizing, delegating, and time management skills
Experience and skills in a few areas such as process development & audit, quality management & training, as well as workforce management and reporting are highly desirable
Should you be interested in this exciting position, please send your resume to ops@teleperformance.com.sg
To view more information on our company profile, please visit our website http://www.teleperformance.com
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