Call Centre Team Lead (Government Project) #EEF

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

Job summary

A recruitment agency is seeking a candidate to oversee staffing and leave management, conduct performance management, and ensure service outcomes are met. The role includes managing escalations, coordinating shifts, auditing calls, and collaborating with stakeholders. Strong knowledge of NEA policies is essential. This position is based in Singapore.

Responsibilities

• Oversee staffing needs and manage leave requests effectively.
• Conduct monthly coaching and mentoring sessions to enhance staff performance.
• Ensure that service outcomes and KPIs are consistently met.
• Monitor the call management system, including retrieval and investigation of call recordings.
• Handle first and second level escalation cases through designated email channels.
• Act as a point of contact for escalations and provide support as needed.
• Provide regular updates on service levels and manage meal break arrangements.
• Utilize strong knowledge of NEA policies to enhance service delivery.
• Conduct monthly audits of team calls in line with guidelines.
• Collaborate with business units and stakeholders to address inquiries.
• Proactively elevate issues, needs, and insights to management.
• Ensure timely printing and mailing of materials according to SOP.
• Monitor case management within the CRM system and provide coaching.
• Conduct testing of systems to ensure optimal performance.
• Periodically review past calls to draw insights and improve service delivery.

Job description

Responsibilities

• Staffing and Leave Management: Oversee staffing needs and manage leave requests effectively.
• Performance Management: Conduct monthly coaching and mentoring sessions to enhance staff performance.
• Service Outcome and KPI Oversight: Ensure that service outcomes and key performance indicators (KPIs) are consistently met.
• Call Management: Monitor the call management system, including retrieval and investigation of call recordings.
• Escalation Management: Handle first and second level escalation cases through designated email channels and the Clear Call Team Inbox.
• Frontline Support: Act as a point of contact for escalations and provide support through the Control Tower and the Quality Service Manager Hotline.
• Shift Coordination: Provide regular updates on service levels and open cases, while managing meal break arrangements and ensuring staff are placed on rotating shifts, including weekends and public holidays.
• Policy Knowledge: Utilize strong knowledge of NEA policies and processes to enhance service delivery.
• Auditing and Compliance: Conduct monthly audits of team calls in line with established guidelines and service level agreements (SLAs).
• Stakeholder Coordination: Collaborate with business units and stakeholders to address and resolve cases, requests, or inquiries.
• Issue Escalation: Proactively elevate issues, needs, and insights to management as necessary.
• Collateral Management: Ensure timely printing and mailing of materials and sending of daily SMS in accordance with standard operating procedures (SOP).
• CRM Case Management: Monitor case management within the CRM system, retrieve call recordings, and provide coaching as needed.
• Testing and Quality Assurance: Conduct testing of systems, hardware, hotlines, and recording functionalities to ensure optimal performance.
• Insights Review: Periodically review past calls to draw insights and improve service delivery.

Contact

Elsa Fontanne (CEI No. R24124496)

Recruitment Consultant

Email Address: [e-mail]

WhatsApp: [phone]

Telegram: @Elsa_Fontanne

Recruit Express Pte Ltd / EA Licence No: 99C4599