Call Centre Team Lead ( 1 Year Contract)

Recruit Express; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A recruitment agency in Singapore is looking for a Call Centre Team Lead for a 1-year contract. The successful candidate will manage a team, conduct audits, and ensure service outcomes are met. Requirements include a diploma and at least two years of supervisory experience in a customer service environment. Proficiency in MS Office is essential for this role.

Qualifications

• At least two years of supervisory experience in a customer service/contact centre environment.
• Computer literate with good supervisory, communication, interpersonal and management skills.
• Ability to work independently.

Responsibilities

• Conduct monthly auditing on team’s calls in accordance to guidelines and SLA.
• Coordinate with stakeholders to handle and resolve cases, requests or enquiries.
• Ensure service outcome and KPIs are met.

Skills

Supervisory skills

Communication

Interpersonal skills

Management skills

Self-motivated

Education

Diploma in any discipline

Tools

MS Word

MS Excel

MS PowerPoint

Job description

Call Centre Team Lead (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

Qualifications

• Diploma in any discipline
• At least two years of supervisory experience in a customer service/contact centre environment
• Computer literate with good supervisory, communication, interpersonal and management skills
• Proficient in MS Word, MS Excel, and MS PowerPoint
• Self-motivated and ability to work independently

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