Call Centre Team Lead #ESY

RECRUIT EXPRESS PTE LTD; Singapore; Hybrid; SGD 36,000 - 60,000; Full time

Job summary

RECRUIT EXPRESS PTE LTD is seeking an Operations Support professional to assist in daily channel operations, respond to inquiries, and ensure timely resolutions. You will serve as the initial point of contact for channel-related issues and escalate when necessary.

Responsibilities include documenting solutions, maintaining a knowledge base, and collaborating with the QA Specialist to drive process improvements and training initiatives while keeping records up to date.

Responsibilities

• Support the execution of daily channel operations and handle inquiries
• Act as the first contact for channel issues and escalate when needed
• Troubleshoot operational problems and document cleared responses
• Collaborate with the Quality Assurance Specialist to implement process improvements
• Provide feedback to the team lead regarding recurring challenges and opportunities
• Maintain accurate records of operations activities and provide admin support
• Communicate and coordinate with internal and external stakeholders to address challenges
• Assist in preparing reports and metrics for internal reviews

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.