Call Centre Team Lead (Contract/ Perm) JTL

recruit express pte ltd; Singapore; On-site; SGD 39,000 - 56,000; Full time

Job summary

Recruit Express Pte Ltd in Singapore is seeking a channel operations professional to support daily operations, handle inquiries and escalations, and maintain a knowledge base for reference.

You will collaborate with QA, contribute to process improvements, and assist in reporting while ensuring accurate records and coordination with stakeholders.

Qualifications

• Minimum Diploma or Degree in any discipline.
• 3–5 years of relevant experience preferably with supervisory exposure.
• Experience in handling inquiries, escalations and process improvement.

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.
• 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

Issue resolution

Team coordination

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