Call Centre Team Lead #ESY

RECRUIT EXPRESS PTE LTD; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A recruitment agency based in Singapore is looking for a candidate to conduct auditing of team calls, manage case resolutions, and perform coaching for staff. Responsibilities include ensuring KPIs are met, handling stakeholder inquiries, and managing staffing matters. The ideal candidate should be detail-oriented and capable of providing insights based on performance data. Interested candidates should email their resumes for consideration.

Responsibilities

• Conduct monthly auditing on team’s calls in accordance to guidelines and SLA.
• Coordinate with BU/stakeholders to handle and resolve cases, requests or enquiries.
• Escalate the issues, needs and insights to Management when necessary.
• Ensure prompt printing and mailing of collaterals/sending daily SMS in accordance to SOP.
• Conduct case management monitoring in CRM system, call recording retrieval, investigation and coaching when necessary.
• Conduct systems, hardware, hotlines and recording testing.
• Conduct monthly staff performance coaching and mentoring.
• Manage staffing and leave matters.
• Ensure service outcome and KPIs are met.
• Provide shifts updates on service level, draw insights by periodically reviewing past calls.

Job description

Job Scope

• Conduct monthly auditing on team’s calls in accordance to guidelines and SLA
• Coordinate with BU/stakeholders to handle and resolve cases, requests or enquiries
• Escalate the issues, needs and insights to Management when necessary
• Ensure prompt printing and mailing of collaterals/sending daily SMS in accordance to SOP
• Conduct case management monitoring in CRM system, call recording retrieval, investigation and coaching when necessary
• Conduct systems, hardware, hotlines and recording testing
• Conduct monthly staff performance coaching and mentoring
• Manage staffing and leave matters
• Ensure service outcome and KPIs are met
• Provide shifts updates on service level, draw insights by periodically reviewing past calls

Interested candidates, please email your resume to [e-mail]

Anna See Sing Yee

CEI Reg R25157535

Recruit Express Pte Ltd

EA License No: 99C4599

We regret that only shortlisted candidates will be contacte