1 year Call Centre Team Lead EAT

recruit express pte ltd; Singapore; On-site; SGD 39,000 - 73,000; Full time

Job summary

Recruit Express Pte Ltd in Singapore is seeking a proactive Operations Associate to support daily channel operations, ensure smooth handling of inquiries, escalations, and issue resolutions, and serve as the first point of contact for channel-related issues.

You will develop responses for clearance with ServiceSG’s Service Transformation & Planning Team, troubleshoot operational problems, maintain a knowledge base, collaborate with QA to drive process improvements, and coordinate with

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.