The Contact Centre Manager's key role is to ensure optimal operational efficiency and customer satisfaction in the provision of Contact Centre services.
Responsibilities
· Lead a team of contact centre agents to hit the team’s KPIs
· Prepare statistics and reports
· Ensure the operational efficiency of Contact Centre
· Appointment and turn-up management for customers
· KPI tracking and reporting on a daily and weekly basis
· Monthly KPI reporting to management
· Coach agents on their customer service and telephone skills as part of their growth and development
· Supervise team members' performance by performing regular call / email audits and conducting
regular performance reviews
· Propose to management and implement initiatives to improve Centre’s operations and workflows
· Liaise with functional departments on issues related to customer data and appointment slots
· Handle feedbacks from internal and external parties by conducting investigation and service recovery
· Take on any other duties, projects & administrative tasks assigned from time to time
Requirements
* At least 2 - 3 years’ relevant experience and leading a team
* Experience in the beauty/wellness industry preferred
* Good interpersonal skill and telephone etiquette
* Target and performance driven
* Meticulous and attention to details
* Ability to multi-task in fast-paced environment
* Skilled in Microsoft office applications
* Customer centric and service oriented
