Experienced call centre leader to drive operations, optimise performance metrics, and enhance customer service quality and efficiency.
15th June, 2026
[Job ID: 1634626]
Responsibilities
Manage daily call centre operations, including resource planning, equipment sourcing, and strategy execution
Develop and implement operational strategies to improve service levels, efficiency, and customer satisfaction
Conduct needs assessments, performance reviews, and cost-benefit analyses
Set, track, and achieve KPIs such as response time, service level, sales, and quality standards
Ensure accurate documentation and timely updates of communications, records, and data
Monitor call quality through random audits to minimise errors and improve performance
Oversee recruitment processes, including drafting job advertisements and coordinating with HR
Evaluate staff performance, identify training needs, and organise development programmes
Analyse operational data and prepare performance reports for management
Resolve complex customer complaints and escalations effectively
Plan workforce scheduling, including shift patterns and headcount allocation
Coach, motivate, and retain team members to maintain high engagement and performance
Support the Customer Service Director in driving process alignment initiatives
Lead and support projects such as new product or technology implementations
Demonstrate hands-on leadership by actively supporting team operations when required
Requirements
Bachelor’s degree in Business Administration, Operations Management, Customer Service, or related field
6–10 years of experience in customer service or call centre operations
At least 3–5 years of managerial or leadership experience
Proven track record in managing KPIs such as service level, response time, customer satisfaction, and quality metrics
Experience in workforce planning, performance management, and operational reporting
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EA Personnel Name: Gary Ho Cheng Xuan EA Personnel Reg. No.: R1549767 EA License No.: 07C5771