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Contact Centre Manager (Service Quality and Training)

Job Description
To ensure consistent, best in class delivery of services across channels and types of contacts e.g. calls, emails, chats, the candidate will be responsible for executing the Quality Management & Training Strategy for SIA’s Reservations & Ticketing Hotlines.

A hands-on individual, with strong customer centricity, who is able to manage and drive the performance of both our in-house contact centre and outsourced partners’ Quality Management & Training Program, as well as elevate our Customer Satisfaction Index thru close partnership across our centres.

A strong communicator, the candidate will set the benchmark for our Service Delivery Standards, built upon the foundation of SIA’s best in class customer service values and principles.

To be successful in this role, top notch customer service, creativity, collaboration and strong analytical skills will be key in enabling the achievement of high performance results.

Responsibilities Include

Quality Management

  • Ensure Service Delivery Quality Standards are consistently aligned to our Customer’s Service Delivery expectations, and are consistently met & exceeded
  • Manage the Mystery Shopping Program, and End to end vendor calibration process
    Develop Training Curriculum for the Program (Including Training for Best Practice Coaching & Mentoring)
  • Manage centre level performance to ensure contractual obligations are met specifically around: Meeting Program KPIs, compliance level to defined processes, quality guidelines & established requirements
  • Improve Customer Satisfaction & First Contact Resolution thru driver analysis, upkeeping quality standards, and ensuring high & sustained compliance across centre’s to the standards
  • Conduct monthly in-depth analysis on Quality Program data to provide Business intelligence on key drivers, trends & opportunities that directly impact the customer experience 
  • Drive quality reviews across centres, co-partner with Operations teams to identify Improvement initiatives, and project manage them to achieve targets
  • Challenge, change and improve policies and procedures that have impact on customer experience and creates confusion or difficulties for agents to follow

Training & Staff Engagement

  • Ensure Training content for Airline Reservation Curriculum is consistently reviewed, updated, and incorporates best practice Scenario Based Learning Methodology
  • Manage centre level performance to ensure contractual obligations are met specifically around: Meeting Program KPIs, compliance level to defined processes, quality guidelines & established requirements
  • Assist in analyzing potential opportunities to support call center through recursive trainings
  • Collaborate with Ops Managers for managing effective transition of new hires to the floor
  • Work with outsource vendors to cross train agents to ensure consistencies and adoption of SQ customer service principles and values
  • Partner with internal customer service and corporate training department to develop progressive, competency-based training programs in support of department initiatives for Call Center employees
  • Develops processes to continuously improve training effectiveness
  • Organize and execute the training and development of potential future trainers

Required Skills

  • A good degree in any discipline
  • More than 5 years’ experience in call centre management
  • Knowledge of call centre processes and systems (eg Genesys, WFM)
  • Experience in QM or Training roles
  • Experience of service delivery through mix of global outsourcers
  • Strong analytical skills with expertise in analysis of quality performance metrics for contact centre
  • Experience in frontline customer service and operations management
  • Airline background (especially with Airline Reservations & Ticketing knowledge + Amadeus Altea) and COPC qualifications would be a bonus
  • Good Interpersonal and Communication skills
  • Customer centric and service oriented
  • Self-motivated, meticulous
  • Strong leadership, mentoring skills and team player
  • Able to work under stressful environment and be able to multi task.