Client Success Program Manager (BPO Contact Centre) Startup

Client Success Program Manager (BPO Contact Centre) Startup

Client Success Program Manager (BPO Contact Centre) Startup

• Manage and lead a team of customer service representatives in a BPO contact centre environment.
• Provide ongoing coaching, feedback, and training to ensure consistent and high-quality service delivery.
• Monitor and manage attendance, schedules, and resource allocation to meet operational requirements.
• Foster a positive and engaging work environment, promoting team collaboration and employee development.

Performance Management:

• Establish and monitor key performance indicators (KPIs) for the team and individual agents.
• Analyze performance data and identify areas for improvement, implementing corrective actions as needed.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Develop and implement strategies to enhance productivity, efficiency, and customer satisfaction.

Client Engagement:

• Build and maintain strong relationships with clients, acting as the primary point of contact for all operational matters.
• Collaborate with clients to understand their business needs and ensure service delivery meets or exceeds expectations.
• Participate in client meetings, such as Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs), to present performance updates and address concerns.
• Identify opportunities for process improvements and implement solutions to enhance client satisfaction.

Operational Support:

• Support the contact centre operations by handling customer inquiries via phone, email, and chat when needed.
• Assist with workforce management, including forecasting, scheduling, and real-time adjustments to meet fluctuating demand.
• Conduct quality audits and monitor compliance with established procedures and standards.
• Contribute to the development and implementation of operational policies and procedures.

Training and Development:

• Develop and facilitate training programs for new and existing customer service representatives.
• Stay current with industry trends, best practices, and product/service updates to ensure relevant and effective training.
• Identify training needs and create development plans for team members to enhance their skills and knowledge.

Technology Implementation and Management:

• Collaborate with vendors and IT teams to implement and integrate new technologies, such as CRM omni-channel systems, AI-powered tools, and other contact centre technologies.
• Manage the ongoing operation and maintenance of existing technology solutions, ensuring optimal performance and efficiency.
• Evaluate and recommend technology improvements to enhance customer experience, agent productivity, and operational efficiency.
• Provide training and support to team members on the effective use of technology tools and systems.
• Monitor technology performance and identify areas for optimization or upgrades.

Company information

Registration No.

201726608W

Your application will include the following questions:

Which of the following statements best describes your right to work in Singapore?

What's your expected monthly basic salary?

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