Manager (Customer Service, Call Centre)

Survey Experience Quality Manager Location: Clarke Quay (On-site) Salary: $7,000 - $7,500/month Contract: 1 Year Contract Working Hours: • Mon - Thurs: 8.30AM - 6.00PM • Fri: 8.30AM - 5.30PM We are looking for an experienced Survey Experience Quality Manager to lead a quality service team, drive service excellence, and ensure high-quality survey operations while managing key stakeholders and service performance. Key Responsibilities Lead and manage a quality service team to achieve service level targets and KPIs Plan workforce requirements and oversee daily operations Drive quality standards across inbound and outbound survey services Manage customer escalations, investigations, and service recovery Partner with internal and external stakeholders to align service expectations Conduct call audits, quality reviews, and identify process improvements Enhance email templates and service workflows for greater efficiency Coach, mentor, and develop team members Prepare performance reports and operational updates for management Support performance reviews, employee engagement, and talent retention Perform other ad-hoc duties as assigned Requirements ✔ Degree in a relevant discipline or equivalent work experience ✔ 5-7 years of quality service experience, with at least 2 years in a managerial role ✔ Experience in service delivery, operations management, or performance management ✔ Background in call centre operations, data processing, or statistics will be an advantage ✔ Strong stakeholder management and communication skills ✔ Proficient in Microsoft Word, Excel, and PowerPoint ✔ Able to thrive in a fast-paced, high-volume environment Interested candidate please click "APPLY" to begin your job search journey and submit your CV directly through the official PERSOL job application platform - GO Mobile We regret to inform that only shortlisted candidates will be notified. By sending us your personal data and curriculum vitae (CV), you are deemed to consent to PERSOL Singapore Pte Ltd and its affiliates to collect, use and disclose your personal data for the purposes set out in the Privacy Policy available at https://www.persolsingapore.com/policies. You acknowledge that you have read, understood, and agree with the Privacy Policy. PERSOL Singapore Pte Ltd • RCB No. 200007268E • EA License No. 01C4394• Reg. R25159218 (Teoh Ying Ying)