Adecco is partnering with a leading global luxury group to hire an Call Centre Lead. In this role, you will lead and manage a team of Client Service Advisors, ensuring exceptional service delivery across all communication channels while driving both service excellence and sales performance.

Adecco is partnering with a leading global luxury group to hire an Call Centre Lead.

Key Responsibilities

Lead and manage daily operations of the Call Centre to ensure service excellence and KPI achievement

Supervise, coach, and motivate a team of Client Service Advisors to meet service quality and sales targets

Act as the first point of contact for team support, escalation handling, and operational guidance

Monitor performance metrics, identify trends, and implement action plans to improve customer satisfaction and sales conversion

Oversee inbound and outbound interactions across phone, email, live chat, and social platforms

Support clienteling initiatives and provide insights to enhance customer engagement and brand relationships

Collaborate with internal stakeholders, including after-sales and repair teams, to ensure seamless customer experience

Ensure compliance with company policies, data security standards, and operational procedures

Support training needs identification and work closely with trainers to enhance team capabilities

Job Requirements

Minimum 3-5 years of experience in call centre or customer service management, preferably in retail or e-commerce

Strong leadership skills with experience managing and coaching teams

Familiarity with CRM and contact centre tools (e.g. Salesforce, telephony systems, social media platforms)

Experience in workforce planning, scheduling, and quality monitoring processes

Strong customer-centric mindset with the ability to handle escalations and complex cases

Next Steps:

Click 'Apply here' or email your resume to zoe.siow@adecco.com.

Only shortlisted candidates will be contacted.

EA License: 91C2918 | Personnel Registration Number: R22104771