EY Contact Centre Manager, Advisory, PI-Customer, Singapore in Singapore, Singapore

Contact Centre Manager, Advisory, PI-Customer, Singapore


Requisition # SIN004E5

Post Date Dec 07, 2018

In a world of dramatic and fast-paced change, the ability to retain existing customers and attract new ones is critical. As a customer advisory professional, you’ll provide clients with a strong analytical framework to transform their sales and drive sustainable growth. Joining one of our high-performing, globally integrated teams, you’ll work closely with our clients’ marketing, sales and customer service functions, helping to ensure they interact effectively with their customer base.

Through our structured learning and development program, you’ll develop the skills, knowledge and experience to help grow our clients’ businesses . And with a network that stretches across the world, you’ll gain unparalleled insight and experience from different geographies and sectors. So whenever you join, however long you stay, the exceptional EY experience lasts a lifetime.

About the opportunity

The incumbent will manage and oversee the operations of the Contact Centre.

Key Responsibilities:

  • Monitors, manages and updates contact centre’s daily operations and performance

  • Acts as a liaison for contact centre operations

  • Undertakes full responsibility for the daily operations and quality of work performed by the team

  • Prepares presentations and reports through the analysis & reviews of the contact centre’s operations and performance

  • Co-creates, oversees and reviews the training programme/materials/SOPs to ensure that all staff are adequately trained (Able to handle call and online/webchat queries effectively)

Skills and Attributes for success

  • Reviews, recommends and develops initiatives, necessary measures, process re-engineering; aimed at enhancing service delivery & standards and operational excellence

To qualify for the role, you must have:

  • Degree in any discipline

  • WSQ Certificate in Service Excellence (Preferred)

  • At least 5 years of relevant experience (minimum 3 years in supervisory role and running of Contact Centre Operations)

  • Project management experience in executing change and organisational transformation

  • Demonstrates leadership and teamwork

  • Familiar with contact centre systems and technology

  • Proficient in Microsoft Office capabilities to generate charts & reports for analysis

Ideally, you’ll also have

  • Committed to service excellence

  • Proficiency in other languages such as Tamil, Malay or Mandarin and dialects will be beneficial due to communication with various customers

What we look for

Highly motivated individuals with excellent problem-solving skills and the ability to prioritize shifting workloads in a rapidly changing industry. An effective communicator, you’ll be a confident team player that collaborates with people from various teams while looking to develop your career in a dynamic organization.

What working at EY offers

EY offers a competitive remuneration package where you’ll be rewarded for your individual and team performance . We are committed to being an inclusive employer and are happy to consider flexible working arrangements. Plus, we offer:

  • Support, coaching and feedback from some of the most engaging colleagues around

  • Opportunities to develop new skills and progress your career

  • The freedom and flexibility to handle your role in a way that’s right for you

About EY

As a global leader in assurance, tax, transaction and advisory services, we hire and develop the most passionate people in their field to help build a better working world. This starts with a culture that believes in giving you the training, opportunities and creative freedom to make things better. So that whenever you join, however long you stay, the exceptional EY experience lasts a lifetime.

If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.

Join us in building a better working world. Apply now.