1 Year Team Lead (Call Centre) - Up to $4.3K #NJN

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

Job summary

A recruitment agency in Singapore seeks a contact centre manager for a 1-year contract. Responsibilities include auditing team calls, managing staff performance, and ensuring service standards. Ideal candidates have at least three years of experience in contact centres and proven skills in team management. The position includes working hours from 8:30 AM to 6 PM or 2:30 PM to 11:30 PM with a shift allowance.

Qualifications

• At least three years of relevant experience in handling contact centre cases.
• Proven experience in managing teams and performance coaching.
• Familiarity with government services is advantageous.

Responsibilities

• Conduct monthly auditing on team's calls.
• Coordinate with stakeholders to resolve cases.
• Manage staffing and leave matters.

Skills

Call center management

Performance coaching

Case management

Job description

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

Working hours: 830am to 6pm / 230pm to 1130pm ($9 shift allowance) – 2nd shift only 4-5 days per month

1 Year Contract

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

Requirements

• At least three (3) years of relevant experience in handling contact centre cases in a call centre or service industry environment.
• Proven experience in managing teams, including monitoring performance, coaching, and providing feedback to improve service standards.
• Familiarity with government services and procedures is highly advantageous.

Jessica Nguyen Huynh Thanh Truc

CEI Reg. No. R23113787

EA License No. 99C4599

We regret that only shortlisted candidates will be notified.