1224-Customer Service and Call Centre Managers

Job Title: 

Customer Service and Call Centre Managers

Job Description: 

Customer service and call centre managers plan, organise and control the operations of call centres, review customer services, and maintain sound customer relations.


Tasks include:

  • developing and reviewing policies, programmes and procedures concerning customer relations and goods and services provided
  • ensuring operational efficiency within a call centre
  • providing direction and feedback to team members and assisting with recruitment
  • managing, motivating and developing staff providing customer services
  • planning and implementing after-sales services to follow up with customer satisfaction, ensure performance of goods purchased, and modify and improve services provided
  • liaising with other organisational units, service agents and customers to identify and respond to customer expectations
Additional Notes: 

This unit group includes

Customer service manager
Call centre manager

Specific Occupations: 

Customer service manager

Call centre manager

Source Of Info: 

Source: SINGAPORE STANDARD OCCUPATIONAL CLASSIFICATION 2015, Department of Statistics, Ministry of Trade & Industry, Republic of Singapore