1 Year Contract Call Centre Team Leader (Up to $4300) #HMS

RECRUIT EXPRESS PTE LTD; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading recruitment agency in Singapore is looking for a candidate to conduct monthly auditing of team calls, manage staffing and leave matters, and ensure service outcomes and KPIs are met. The role involves coordinating with stakeholders and escalating issues to management. Interested candidates should submit their resumes directly to the contact provided.

Responsibilities

• Conduct monthly auditing on team’s calls according to guidelines.
• Coordinate with stakeholders to resolve cases or enquiries.
• Escalate issues and insights to Management when necessary.
• Ensure prompt printing and mailing of collaterals.
• Conduct systems and hardware testing as needed.
• Manage staffing and leave matters.

Job description

Greenwich Drive (transport at Kovan, Serangoon, AMK, Woodlands, Tampines)

Responsibilities

• Conduct monthly auditing on team’s calls in accordance to guidelines and SLA
• Coordinate with BU/stakeholders to handle and resolve cases, requests or enquiries
• Escalate the issues, needs and insights to Management when necessary
• Ensure prompt printing and mailing of collaterals/sending daily SMS in accordance to SOP
• Conduct case management monitoring in CRM system, call recording retrieval, investigation and coaching when necessary
• Conduct systems, hardware, hotlines and recording testing
• Conduct monthly staff performance coaching and mentoring
• Manage staffing and leave matters
• Ensure service outcome and KPIs are met
• Provide shifts updates on service level, draw insights by periodically reviewing past calls

Interested candidates, do submit your resume to: [e-mail] OR telegram @jocelynchan

Jocelyn Chan| Consultant | Recruit Express Pte Ltd (Healthcare & Lifescience)

Company EA Licence number : 99C4599

Personnel EA License: R1331820