Call Centre Lead (Luxury Retail)

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

Zoe Siow

Direct Line: 6697 7901
EA License No: 91C2918
Personnel Registration Number R22104771