Manager, Contact Centre

Overview Responsible for overseeing and managing a team of Contact Centre Associates ensuring that all customer interactions are handled efficiently, professionally and in compliance with company standards and regulatory requirements. This role focuses on day-to-day team performance, coaching and operational delivery, while supporting the Assistant Vice President in driving service excellence across the contact centre.

Responsibilities

Manage and supervise a team of Contact Centre Associates in ensuring smooth daily operations.

Monitor individual performance against KPIs such as service quality, call handling time, and customer satisfaction.

Conduct regular coaching, mentoring, and feedback sessions to support staff development.

Handle escalated customer issues that cannot be resolved at the Associate level, ensuring resolution in line with company guidelines.

Oversee workforce scheduling, attendance, and adherence to shift rosters.

Track and report team performance, issues, and trends to the Assistant Vice President.

Ensure Associates stay updated on product knowledge, system changes, and compliance requirements through regular briefings and refresher training.

Foster a customer-first mindset and positive team culture.

Identify process gaps and share improvement opportunities with the Assistant Vice President.

Uphold compliance with regulatory standards and internal company policies.

Qualifications

Possess a Diploma / Degree qualification

3 - 4 years of working experience, with a minimum of 2 years’ experience within a contact centre environment and at least 1 year of team-leading experience, preferably in insurance or financial services

Possess excellent customer service orientation with problem-solving abilities

Effective communication and conflict resolution skills

Organised with the ability to manage workloads and priorities effectively

Proficient in customer service systems, call monitoring tools, and Microsoft Office applications

Preferably knowledge of insurance products and regulatory requirements

Understand regulatory requirements (e.g., MAS Guidelines, PDPA, etc)

Good command of spoken and written English

Able to work well in a team and under pressure

How you succeed

Champion and embody our Core Values in everyday tasks and interactions.

Demonstrate high level of integrity and accountability.

Take initiative to drive improvements and embrace change.

Take accountability for business and regulatory compliance risks, implementing measures to mitigate them effectively.

Keep abreast with industry trends, regulatory compliance, and emerging threats and technologies to understand and highlight potential concerns / risks to safeguard our company proactively.

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