Call Centre Team Lead, 1 Year Contract #NJN

Recruit Express Pte Ltd; Singapore; On-site; SGD 38,000 - 60,000; Full time

Job summary

Greenwich is seeking a dedicated operations support specialist to assist with daily channel operations, handling inquiries, escalations, and issue resolutions.

You will be the first point of contact for channel-related issues, coordinating with the Service Transformation & Planning Team for clearance and responses. The role includes troubleshooting, maintaining a knowledge base, and collaborating on process improvements.

Responsibilities

• Support the execution of daily channel operations, ensuring smooth handling of inquiries, escalations, and issue resolutions.
• Act as the first point of contact for channel-related issues, ensuring timely resolution and escalation when necessary. Develop responses for clearance with the Service Transformation & Planning Team.
• Troubleshoot operational problems, document cleared responses, and maintain a knowledge base for future reference.
• Collaborate with the Quality Assurance Specialist to implement process improvements and support training initiatives.
• Provide feedback to the team lead regarding recurring challenges and opportunities for improving processes.
• Maintain accurate and up-to-date records of operations activities and provide administrative support to the team.
• Communicate and coordinate with internal and external stakeholders to address operational challenges.
• Assist in preparing reports and metrics for internal reviews and meetings.

Job description

Greenwich (Company transport provided at Serangoon, Kovan, Woodlands)

8:30am to 6:15pm (Monday to Friday)

Weekly rotate

10:30am to 8:15pm

830am to 6pm

230pm to 12mn

• Support the execution of daily channel operations, ensuring smooth handling of inquiries, escalations, and issue resolutions.
• Act as the first point of contact for channel-related issues, ensuring timely resolution and escalation when necessary. Develop responses for clearance with the Service Transformation & Planning Team.
• Troubleshoot operational problems, document cleared responses, and maintain a knowledge base for future reference.
• Collaborate with the Quality Assurance Specialist to implement process improvements and support training initiatives.
• Provide feedback to the team lead regarding recurring challenges and opportunities for improving processes.
• Maintain accurate and up-to-date records of operations activities and provide administrative support to the team.
• Communicate and coordinate with internal and external stakeholders to address operational challenges.
• Assist in preparing reports and metrics for internal reviews and meetings.

Jessica Nguyen Huynh Thanh Truc

CEI Reg. R23113787

EA License No. 99C4599

We regret that only shortlisted candidates will be notified.