Morgan McKinley is hiring a passionate and experienced Contact Centre Manager to join our dynamic team! You'll play a pivotal role in driving operational excellence, fostering a positive work environment, and achieving our customer service goals.
Responsibilities:
- Provide effective leadership and regular coaching to Team Leaders and Agents, fostering their professional development and maximizing their performance.
- Manage the daily running of the contact centre, ensuring efficient resource allocation and consistent achievement of key performance indicators (KPIs).
- Collaborate with HR to implement a fast, effective, and high-quality recruitment process, attracting top talent and ensuring a smooth onboarding experience.
- Create a positive and vibrant work environment that motivates and engages staff. This may include daily huddle sessions, team-building activities, and monthly coaching sessions.
- Conduct regular performance reviews to identify training needs and equip your team with the skills they need to excel.
- Take ownership of and resolve any urgent or critical issues escalated by the client or team, ensuring timely and effective solutions.
- Work closely with the client to support investigation and service recovery processes, building strong relationships and exceeding expectations.
Qualifications & Requirements:
- Bachelor's degree in any relevant field, preferably Business Administration, Human Resources, or Communication Studies.
- Minimum of 5 years of experience in managerial positions within the contact centre industry.
- Proven track record of exceeding operational goals and driving team performance.
- Excellent leadership and coaching skills, with the ability to motivate and empower others.
- Strong communication and interpersonal skills, with a collaborative approach.
What We Offer:
- Competitive salary and benefits package.
- Opportunity to work in a dynamic and fast-paced environment.
- Continuous learning and development opportunities.
- A chance to make a real impact on our business and client satisfaction.
- A positive and supportive work culture.
Interested candidates may apply through the application system or send it to [email protected]. Shortlisted candidates will be notified.
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Morgan McKinley Pte Ltd
Koh Boon Sien
EA Licence No: 11C5502
EA Registration No. R1110345
