Job Description
Join C&W Services as an Assistant Manager in our dynamic Call Centre environment in Singapore's East Region. This is a hands-on leadership role focused on delivering exceptional customer experiences across voice, chat, and email channels. You will oversee day-to-day operations, manage quality assurance programs, and drive continuous improvements that raise service levels and customer satisfaction. We are seeking a proactive, data-driven leader who thrives in a fast-paced setting and is passionate about developing people and optimizing processes.
As the Operation Executive/Assistant Manager, you will be accountable for achieving performance against key metrics such as SLA adherence, First Contact Resolution (FCR), CSAT, and average handling time. You will guide workforce planning, scheduling, and real-time monitoring to ensure optimal staffing during peak periods while maintaining a calm and productive environment. Your collaboration with cross-functional teams including IT, HR, and Quality will be essential to implement process improvements and sustain a culture of excellence.
If you are customer-obsessed, metrics-driven, and ready to lead a dedicated team to deliver outstanding service, this role offers an exciting opportunity to shape the customer journey and contribute to the success of C&W Services in Singapore.
Responsibilities
- Lead daily contact centre operations across voice, chat, and email to meet and exceed SLA targets while maintaining high quality standards.
- Coach, mentor, and develop a team of contact centre agents; manage onboarding, performance reviews, and career progression.
- Monitor key performance indicators (CSAT, NPS, FCR, AHT, Abandonment Rate); implement data-driven improvements.
- Oversee workforce planning, forecasting, and shift scheduling to ensure optimal coverage and cost efficiency.
- Implement robust quality assurance processes, including call monitoring, calibration sessions, and targeted coaching.
- Collaborate with IT, Training, and Operations to streamline processes, deploy tool enhancements, and drive service improvements.
- Ensure compliance with data privacy, security policies, and regulatory requirements; uphold best practices in customer care.
- Prepare and present operational reports and insights to senior leadership; translate data into actionable plans.
Qualifications
- Bachelor’s degree in business, communications, operations, or related field (or equivalent professional experience).
- Minimum 3+ years in call centre or customer service environments with people leadership experience.
- Strong communication, interpersonal, and coaching skills; ability to influence at all levels.
- Proficiency with contact centre software, CRM systems, and data analysis; advanced Excel skills preferred.
- Customer-focused mindset with problem-solving and conflict-resolution abilities.
- Flexible to work in Singapore shifts; able to adapt to a fast-paced, metric-driven environment.
- Fluent in English; additional languages are a plus.