Call Center Team Lead #EEF

RECRUIT EXPRESS PTE LTD; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A recruitment agency in Singapore is seeking a candidate who can conduct monthly audits, manage case operations, and ensure that service outcomes meet KPIs. The role involves coordinating with stakeholders, monitoring team performance, and providing coaching. Candidates should be proficient in case management and CRM systems.

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.

Job description

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