Hire Resolve is assisting call centre and contact centre organisations in hiring experienced call centre professionals for a range of mid–senior opportunities across customer operations, sales/service performance, and service delivery. This is a multi-role opportunity covering leadership and specialist functions such as contact centre operations management, team leadership, quality, training, workforce management (WFM), customer experience (CX), and performance optimisation—with clear progression toward senior leadership roles (Senior Manager, Head of Contact Centre, and Director-level positions).
Key Responsibilities
- Lead and optimise day-to-day contact centre operations across voice, email, chat, and digital channels
- Manage team leaders/supervisors and drive performance through coaching, KPIs, and structured scorecards
- Improve customer experience outcomes (CSAT, NPS, first contact resolution) while balancing efficiency and service levels
- Partner with WFM to manage forecasting, scheduling, real-time adherence, occupancy, and capacity planning
- Implement QA frameworks, calibration routines, root-cause analysis, and continuous improvement initiatives
- Oversee onboarding, training, and knowledge management to maintain consistent service standards
- Produce and present performance reporting (AHT, ASA, abandonment, conversion, complaints, attrition) with practical action plans
- Support contact centre technology adoption (CRM, CCaaS/telephony platforms, diallers, QA tools, analytics/BI)
- Ensure operational compliance with data privacy and customer-handling requirements (e.g., PDPA; regulated environments where applicable)
- Maintain workplace safety standards aligned with Singapore’s Workplace Safety and Health expectations
Requirements
- Education/qualifications: Diploma or bachelor’s degree preferred (Business, Communications, Operations, Analytics, or related); strong equivalent experience considered
- Experience: Typically 6–12+ years in call centre/contact centre environments, including 3–6+ years in leadership or specialist ownership (Team Lead, Contact Centre Manager, Operations Manager, WFM/QA/Training Manager, Senior Manager)
- Core capabilities:
- People leadership, coaching, performance management, and change delivery
- KPI-led operations management and continuous improvement (Lean/Six Sigma exposure is beneficial)
- WFM fundamentals (forecasting, scheduling, real-time management, adherence)
- Quality assurance, training design, escalation handling, and CX improvement
- Strong stakeholder management across Operations, Sales, Compliance, IT, and HR
- Systems/tools (varies by role): CRM and case management (e.g., Salesforce, Zendesk, ServiceNow), CCaaS/telephony platforms, diallers, WFM tools, QA platforms, and reporting (Excel/Google Sheets; BI tools)
- Language: Professional English required; Mandarin or other regional languages may be advantageous depending on customer base and role scope
Benefits
- Private Health Insurance
- Pension Plan
- Paid Time Off
- Training & Development