Assistant Manager (BPO Call Ctr)

About Certis

We are a leading security services organisation. We put technology to work in making the world a safer place. Our mission is that as trusted partners, we protect lives and assets, and deliver integrated critical services. By empowering our people, our goal is to enable our communities to stay safe and thrive.
We offer a broad range of opportunities and career pathways for our people to grow and explore their potential. We believe that people, equipped with innovative thinking and technological capabilities will make our world safer, smarter and better.

Life at Certis

If you are a passionate individual looking for opportunities to expand your skills, and purposeful work instead of just a ‘job’, we would love to hear from you.
At Certis, no two days look alike. Our work calendars are filled with chances to collaborate with others, and bring new initiatives to life. Whether you’re looking to improve a process, or have an innovative idea awaiting a technology solution, we want you to bring your ideas to the table.
We are a close-knit team that looks out for each other, works hard to get the job done, and encourages each other to grow – the perfect place for you to grow your career!

Duties & Responsibilities

• Direct the entire operation of a Customer Service Contact Centre
• Manage and develop policies, procedures and operating structure
• One of the primary contacts between the business owners and our vendors/clients
• Manage the operational performance, relationship, and drive excellence in order to positively impact customer experience
• Set standards and guidelines for the Contact Centre with the objectives of attaining Customer Excellence
• Improve customer satisfaction within corporate guidelines, standards and legal requirements
• Evaluate Contact Center’s performance with metrics including ATT, AHT, Call-Waiting and trend analysis
• Collect and analyse Contact Centre’s statistics and compile accurate reports for higher management
• Plan and implement Contact Centre strategies and operations; improving systems and processes; managing staff
• Supervises and mentors team leaders
• Ensures thorough investigation on feedback are conducted
• Conducts selection and interview of new hires
• •Managing ad-hoc projects

Skills & Experience

• Possesses Degree/Diploma with at least 2 years of supervisory experience in a Contact Centre
• Familiar with the tools and SLA of a Call Centre setup and strong understanding of Call Centre Operations management
• An effective communicator with superior relationship building skills, performance coaching experience, and a passion for customer care processes and continuous improvement.
• A proactive problem-solver experienced with driving outstanding results using performance management practices.
• Possesses excellent quantitative and analytical skills in performance measurement, analysing data and processes in order to enhance operational efficiency and customer experience.
• Proficient in handling escalations and experienced in team management

Recognition & Reward

What you can expect from us:

• Work on world-class security projects renowned for their safety, reliability and efficiency
• Commitment to your ongoing development, including on-the-job opportunities, formal programs and assistance with further education
• Community volunteering opportunities
• A competitive remuneration package, featuring performance-based incentives and a medical insurance and dental allowance.

Certis is committed to fostering an inclusive and diverse workforce culture, which is supported by our values. Our aim is to attract, develop and retain a truly diverse and high-performing workforce.