Call Centre Team Lead (Contract/ Perm) #JTL

RECRUIT EXPRESS PTE LTD; Singapore; Hybrid; SGD 40,000 - 60,000; Full time

Job summary

RECRUIT EXPRESS PTE LTD is seeking a capable operations professional to support daily channel operations and act as the first point of contact for related inquiries. You will troubleshoot issues, maintain a knowledge base, and collaborate with QA to drive process improvements.

The role includes preparing reports and coordinating with stakeholders to ensure smooth operations in Singapore. Applicants should hold a diploma or degree, with 3–5 years of relevant experience and supervisory exposure

Qualifications

• Minimum Diploma or Degree in any discipline.
• Preferably with 3 to 5 years of relevant experiences.
• Preferably with some supervisory experiences.

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 ServiceSG’s 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.

Skills

Communication

Problem solving

Team coordination

Process improvement

Training support

Education

Diploma or Degree

Job description

• 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 ServiceSG’s 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.

Requirements

• Minimum Diploma or Degree in any discipline
• Preferably with 3 to 5 years of relevant experiences
• Preferably with some supervisory experiences