1 year Call Centre Team Lead #EAT

Recruit Express Pte Ltd; Singapore; Hybrid; SGD 42,000 - 66,000; Full time

Job summary

RECRUIT EXPRESS PTE LTD in Singapore is seeking a channel operations support specialist to assist in daily operations, handle inquiries, and escalate issues as needed.

You will develop clearance responses with ServiceSG’s Service Transformation & Planning Team, troubleshoot problems, maintain a knowledge base, and collaborate on process improvements.

The role also involves coordinating with internal and external stakeholders, preparing reports, and keeping records up to date to support reviews.

Qualifications

Responsibilities

• Support the execution of daily channel operations, ensuring smooth handling of inquiries, escalations, and issue resolutions.
• Act as the first point of contact for channel-related issues, ensuring timely resolution and escalation when necessary. Develop responses for clearance with ServiceSG’s Service Transformation & Planning Team.
• Troubleshoot operational problems, document cleared responses, and maintain a knowledge base for future reference.
• Collaborate with the Quality Assurance Specialist to implement process improvements and support training initiatives.
• Provide feedback to the team lead regarding recurring challenges and opportunities for improving processes.
• Maintain accurate and up-to-date records of operations activities and provide administrative support to the team.
• Communicate and coordinate with internal and external stakeholders to address operational challenges.
• Assist in preparing reports and metrics for internal reviews and meetings.

Job description

Working hours:

• 8:30pm – 6pm (official hours)
• 2:30pm - 11:30pm

Responsibilities:

• Support the execution of daily channel operations, ensuring smooth handling of inquiries, escalations, and issue resolutions.
• Act as the first point of contact for channel-related issues, ensuring timely resolution and escalation when necessary. Develop responses for clearance with ServiceSG’s Service Transformation & Planning Team.
• Troubleshoot operational problems, document cleared responses, and maintain a knowledge base for future reference.
• Collaborate with the Quality Assurance Specialist to implement process improvements and support training initiatives.
• Provide feedback to the team lead regarding recurring challenges and opportunities for improving processes.
• Maintain accurate and up-to-date records of operations activities and provide administrative support to the team.
• Communicate and coordinate with internal and external stakeholders to address operational challenges.
• Assist in preparing reports and metrics for internal reviews and meetings.