Contact Centre Manager
Minor Hotels Europe and Americas
full-time
Posted on:
Location Type: Office
Location: Singapore • Singapore
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About the role
- Lead, coach, and develop Team Leader, Customer Service Representatives, and Telemarketers
- Oversee daily inbound operations to meet service level targets
- Take ownership of escalations and complex customer issues
- Drive continuous improvement in customer experience
- Lead outbound sales and telemarketing operations
- Monitor lead management, follow-ups, and pipeline performance
- Track, analyse, and report key operational and sales metrics
- Identify operational gaps, risks, and inefficiencies
- Act as a key point of contact for internal stakeholders
Requirements
- Proven experience in the insurance or financial services sector
- Knowledge of and exposure to contact centre technologies
- Bachelor’s degree in Business, Management, or related field
- Minimum 10 years of experience in contact centre operations, with at least 3 years in a leadership role
- Must be COMGI, BCP, PGI and HI certified
- Proven experience managing both customer service and outbound sales/telemarketing teams
- Strong understanding of contact centre KPIs, workforce management, and reporting tools
- Excellent leadership, communication, and stakeholder management skills
- Results-driven with strong analytical and problem-solving abilities
Benefits
- Health insurance
- 401(k) matching
- Employee wellness programs
- Career development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
contact centre operationscustomer service managementoutbound salestelemarketinglead managementpipeline performance trackingoperational metrics analysisKPI reportingworkforce managementproblem-solving
Soft Skills
leadershipcoachingcommunicationstakeholder managementanalytical skillsresults-drivencontinuous improvementcustomer experience enhancementteam developmentescalation management
Certifications
COMGIBCPPGIHIBachelor's degree in BusinessBachelor's degree in ManagementBachelor's degree in related field