Operations Manager (Contact Centre)

Company

AGAPE CP HOLDINGS PTE. LTD.

Location

singapore, Singapore

Type

Full-time

            Responsibilities  Responsible for day-to-day operations, training and management of teams to achieve targeted Service Levels 
Conducts regular transaction monitoring and liaise with the Quality team to review calls for the purposes of quality assurance, coaching and training 
Ensure that follow-up actions are in place to address any gaps in staff competency and weaknesses 
In charge of delegating workflow to Team Leaders and ensure operational needs are forecasted and addressed adequately 
Generate daily, weekly and monthly Operational Health reports to Head of Operations 
To do planning, forecasting, implementing and monitoring of assigned campaigns 
Ensures all standards and procedures are followed and maintained 
Liaise with clients whenever necessary to align campaign-related issues 
Collate and send monthly campaign performance reports to clients and Agape management 
Collate and prese...
        

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Operations Manager (Contact Centre)

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