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Date Posted:
2025-05-16Country:
SingaporeLocation:
8 Kallang Avenue #07-01/09 Aperia Tower 1, SingaporeAt Otis, it’s our people that make us different. Come and join OTIS today and be part of the Forbes 2024 World's Best Employers!
Join the Otis family where collaboration, innovation, and empowerment help each individual and the company reach new heights.
About You
As a Call Centre Manager, you will oversee the daily operations of our call centre, ensuring excellent customer service and efficient processes. You will lead a team of call centre representatives, managing their performance and development while optimizing call centre technology to meet business goals.
Key Responsibilities
Manage daily operations, ensuring smooth workflow and adherence to service standards
Develop and implement call centre policies and procedures
Manage call centre representatives’ work schedule, manpower planning and budgeting
Monitor call centre interactions to ensure high-quality customer service and satisfaction
Address and resolve customer complaints and issues promptly
Analyse call centre data to identify trends and areas for improvement
Develop strategies to enhance performance metrics, such as call resolution time and customer satisfaction scores
Optimize the use of call centre technology and software to improve efficiency
Prepare regular reports on call centre performance and present findings to management
Use data-driven insights to make informed decisions and recommendations
Lead, mentor, and develop a team of call centre representatives, encouraging a positive and productive work environment
Visit customers to gain insights on service levels and manage service enhancements
Coordinate with stakeholders internally on service improvements and other service and training related initiatives
Conduct regular performance evaluations and provide constructive feedback
Requirement
Diploma/ Bachelor’s Degree in business administration or a related field
Min. 4 years of experience in call centre management or a similar role
Proven experience in people management, manpower and shift planning as well as budgeting
Customer-centric, able to understand customer journey and empathise with customers across different touch points
Strong interpersonal communication and relationship building skills, capable of bridging differences with people from diverse backgrounds
Analytical mindset with a focus on data-driven decision-making and problem-solving skills
Proficiency in call centre software and technology
A leader and a team player who enjoys working in dynamic and multicultural business environment
If you live in a city, chances are we will give you a lift or play a role in keeping you moving every day.
Otis is the world’s leading elevator and escalator manufacturing, installation, and service company. We move 2 billion people every day and maintain approximately 2.2 million customer units worldwide, the industry's largest Service portfolio.
You may recognize our products in some of the world’s most famous landmarks including the Eiffel Tower, Empire State Building, Burj Khalifa and the Petronas Twin Towers! We are 69,000 people strong, including engineers, digital technology experts, sales, and functional specialists, as well as factory and field technicians, all committed to meeting the diverse needs of our customers and passengers in more than 200 countries and territories worldwide. We are proud to be a diverse, global team with a proven legacy of innovation that continues to be the bedrock of a fast-moving, high-performance company.
When you join Otis, you become part of an innovative global industry leader with a resilient business model. You’ll belong to a diverse, trusted, and caring community where your contributions, and the skills and capabilities you’ll gain working alongside the best and brightest, keep us connected and on the cutting edge.
We provide opportunities, training, and resources, that build leadership and capabilities in Sales, Field, Engineering and Major Projects and our Employee Scholar Program is a notable point of pride, through which Otis sponsors colleagues to pursue degrees or certification programs.
Today, our focus more than ever is on people. As a global, people-powered company, we put people – passengers, customers, and colleagues – at the center of everything we do. We are guided by our values that we call our Three Absolutes – prioritizing Safety, Ethics, Quality in all that we do. If you would like to learn more about environmental, social and governance (ESG) at Otis click here.
Become a part of the Otis team and help us #Buildwhatsnext!
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