Job Title: Call Centre Manager
Business Unit: Red Chilli

Report To: General Manager

Job Brief:

We are looking for a customer-oriented manager to join our customer service team, to oversee the day-to-day activities of the Call Centre team and ensure that information flow to customers is accurate and effectively done to improve customer satisfaction.

Responsibilities:

• Work with other management team to develop call centre objectives, keeping profitability and efficiency in mind

• Lead team meetings, coach and motivate team members

• Assist in training newly employed call centre personnel

• Analyse call centre data and prepare reports for management

• Continually develop new processes to boost efficiency and productivity levels

• Evaluate staff effectiveness and performance annually or on an as-needed basis

• Work with call centre representatives to s...