Call Centre Team Lead ESY

recruit express pte ltd; Singapore; On-site; SGD 33,000 - 51,000; Full time

Job summary

Recruit Express Pte Ltd is seeking an Operations Support professional to assist daily channel operations, handle inquiries, and resolve issues with timely escalations.

You will document solutions, maintain knowledge bases, and work with the Service Transformation & Planning Team to improve processes and training initiatives.

Qualifications

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

• 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.