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Sr. Manager, Call Center Operations

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πŸ‡ΈπŸ‡¬ Singapore

Sr. Manager, Call Center Operations

Location: Asia-Pacific - Singapore

BU/Function: Customer Advocacy

Seniority: Manager & Professionals

Job Code: 1630

Job Responsibilities

The Sr. Manager of Call Center Operations oversees Call Centers in their support of customers encountering technical or customer service problems in connection with the company's products.

  • Collaborates with call center management team on day-to-day operations to provide quality service to customers and to achieve required operational KPIs, such as NPS, SLA, ABR and other productivity metrics.
  • Perform as strategic and operational lead between contact center and internal support organization.
  • Adheres to the companies β€œBest in Class” service model to increase NPS and customer satisfaction.
  • Supervises call center supervisors, team Leads and representatives who are answering customer inquiries via multiple support channels.
  • Ensures call center supervisors, team leads and representatives are properly trained, in collaboration with Training and QA functions, when old products are upgraded, or new products are released.
  • Acts as point of contact for local/regional executive escalations for customer support and service as required.
  • Develops and evaluates personnel to ensure the efficient operation of the function.
  • Improves existing procedures for outsourced and insourced resources.
  • Establishes and maintains internal CRM, KBA and/or LMS systems that provide answers to common questions and problems.
  • Develops and adheres to operations budget.
  • Reviews call center billing invoices for discrepancies.
  • Communicates with legal counsel and safety department to ensure all processes are compliant.
  • Other duties as assigned.


  • 8+ years of experience in managing call center technical support and customer service operations.
  • ComTIA a+ certification is a strong plus.
  • Experience with delegating responsibilities and managing/achieving results
  • Experience with providing leadership and training to key personnel
  • Advanced written and verbal communication skills
  • Possession of key competencies, including conflict management, business negotiation, organization and decision-making
  • BA/BS degree in Business Administration or related field or equivalent experience.
  • Native English speaker. Fluent Mandarin speaking skill is a strong plus.
  • May require 10-15 % travel.