Call Centre Team Lead

Private Advertiser; Singapore; On-site; SGD 47,000 - 67,000; Full time

Benefits offered by this job

Competitive salary package

Professional development opportunities

Collaborative work environment

Staff benefits including health and WH

Training and mentoring support

Healthcare setting experience

Job summary

Private Advertiser’s Orchard Central dental centre seeks an experienced Call Centre Team Lead to supervise daily operations, mentor a high-performing team and drive service quality in a healthcare setting.

This full-time role requires leadership, data-driven coaching, and strong communication to ensure patient experience and operational excellence across shifts in a fast-paced environment.

Qualifications

• 2–3 years in a call centre supervisory or team lead role.
• Proven track record in motivating and developing staff.
• Knowledge of call centre operations, systems and best practices.
• Excellent communication and interpersonal skills.

Responsibilities

• Supervise and manage a team of call centre staff and ensure targets.
• Monitor quality, handle time and customer satisfaction metrics.
• Provide coaching, training and performance feedback.
• Schedule staff and manage workforce planning for peak periods.
• Investigate and resolve customer complaints and escalate as needed.
• Maintain records of performance, attendance and policies.
• Develop call centre processes and promote engagement.

Skills

Team leadership

Call centre operations

Coaching & training

Performance metrics

CRM systems

Communication skills

Data analysis

Tools

Call centre software

CRM systems

Microsoft Office

Job description

About the role

We are seeking an experienced Call Centre Team Lead to join our dental centre in the Orchard Central Region. This is a full-time position that offers a fantastic opportunity to lead, mentor and develop a high-performing team whilst driving operational excellence. As Team Lead, you will be responsible for overseeing daily call centre operations, ensuring service quality standards are met, and fostering a positive team environment. This role is pivotal in delivering exceptional customer service to our patients and supporting the broader objectives of our growing dental healthcare organisation.

Key responsibilities

• Supervise and manage a team of call centre staff, ensuring adherence to performance targets and service level agreements
• Monitor call quality, handle time and customer satisfaction metrics, implementing corrective actions where necessary
• Conduct coaching, training and performance feedback sessions to develop team members and enhance their skills
• Schedule staff and manage workforce planning to ensure adequate coverage during peak periods
• Investigate and resolve customer complaints, escalating complex issues appropriately
• Maintain accurate records of team performance, attendance and adherence to company policies
• Contribute to the development and implementation of call centre processes and procedures
• Foster a collaborative and motivating team culture that promotes employee engagement and retention
• Liaise with other departments to ensure seamless coordination of patient services
• Report on team metrics and performance to senior management on a regular basis

What we're looking for

• Minimum of 2-3 years' experience in a call centre supervisory or team lead role
• Proven track record of successfully managing and motivating team members
• Strong knowledge of call centre operations, systems and best practices
• Excellent communication and interpersonal skills with the ability to engage effectively with staff at all levels
• Proficiency in call centre software, CRM systems and Microsoft Office applications
• Ability to analyse data and interpret performance metrics to drive improvements
• Strong problem-solving skills and the ability to remain calm under pressure
• Customer-focused mindset with a commitment to delivering exceptional service
• Flexibility and adaptability in a fast-paced environment
• Experience in the healthcare or dental industry is advantageous but not essential

What we offer

• Competitive salary package commensurate with experience and qualifications
• Opportunities for professional development and advancement within the organisation
• A supportive and collaborative work environment with a dedicated team
• Comprehensive staff benefits including health and wellness programmes
• Training and mentoring support to help you succeed in the role
• The satisfaction of working in a healthcare setting and making a positive impact on patient experiences

About us

We are a leading dental healthcare provider dedicated to delivering high-quality, patient-centred care. With a strong commitment to excellence and innovation, we strive to create a welcoming environment for our patients and a rewarding workplace for our team members. Our mission is to provide comprehensive dental services that enhance the oral health and wellbeing of the communities we serve. We pride ourselves on our customer service excellence, clinical expertise and professional integrity, making us an employer of choice in the dental healthcare sector.