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Contact Centre Manager
Minor Hotels Europe and AmericasContact Centre Manager overseeing inbound customer service operations and outbound telemarketing at Allianz Singapore. Ensuring service excellence and driving sales performance.
About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- Health insurance
- 401(k) matching
- Employee wellness programs
- Career development opportunities
ATS Keywords
✓ Tailor your resumeApplicant 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