Call Centre Team Lead (Up to $4000) #N3

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

Job summary

A recruitment agency in Singapore is seeking an experienced Contact Centre Manager to oversee operations and mentor a team of agents. The role requires at least three years of relevant experience and strong leadership skills. Competitive salary of up to $4000 with additional bonuses. Working hours are Monday to Friday, with flexibility in shifts.

Qualifications

• At least three (3) years of relevant experience in contact centre management.
• Proven experience in team management and performance coaching.
• Excellent communication skills, both written and verbal.

Responsibilities

• Conduct monthly audits on team's calls according to guidelines.
• Coordinate with stakeholders to handle requests and enquiries.
• Supervise a team of about 20-40 agents.

Skills

Problem-solving skills

Leadership

Communication skills

Job description

Location: Ubi

Duration: 1 year contract (Start in Oct)

Working Hours: Mon to Fri, 8.15am – 6pm, 8.30am – 6.15pm

Salary: Up to $4000 + 1 month bonus

Job 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
• Will be supervising a team of about 20-40 agents

Job Requirements

• At least three (3) years of relevant experience in handling contact centre cases in a call centre or service industry environment.
• Proven experience in managing teams, including monitoring performance, coaching, and providing feedback to improve service standards.
• Familiarity with government services and procedures is highly advantageous.
• Excellent problem-solving and decision-making skills, with the ability to handle escalated customer enquiries and complaints effectively.
• Strong leadership and interpersonal skills, with the ability to motivate and manage a team to achieve service excellence.
• Posses excellent communication skills, both written and verbal.

Jessie Hoe Huey Miin

CEI R1103861

EA: 99C4599