Call Centre Team Leader

LHN PARKING PTE. LTD.; Singapore; On-site; USD 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a dynamic Team Leader to oversee a call center team. This role involves supervising and mentoring agents, ensuring exceptional customer service, and enhancing operational efficiency. You'll play a pivotal role in developing training programs, addressing team issues, and fostering a positive work environment. The ideal candidate will possess strong leadership, communication, and problem-solving skills, with a passion for delivering outstanding service. Join a forward-thinking company and make a significant impact in a collaborative environment.

Qualifications

• Strong customer service skills and a passion for delivering exceptional service.
• Excellent leadership and organizational skills.

Responsibilities

• Supervise, motivate, and mentor call center agents to maximize performance.
• Monitor call quality and provide feedback to agents for continuous improvement.

Skills

Customer Service Skills

Leadership Skills

Communication Skills

Problem-Solving Skills

Organizational Skills

Job description

Key Responsibilities:

Team Leadership & Development:

• Supervise, motivate, and mentor call center agents to maximize performance.

• Develop and conduct training programs to enhance agent skills and product knowledge.

• Proactively address team issues, resolve conflicts, and foster a positive work environment.

• Manage team schedules and ensure adequate shift coverage.

• Shift duty.

Customer Service Excellence:

• Monitor call quality and provide feedback to agents for continuous improvement.

• Handle escalated customer inquiries and resolve complex issues efficiently.

• Ensure all agents are following company customer service guidelines.

Operational Efficiency:

• Monitor call volume and manage call queues to ensure optimal service levels.

• Assist in developing and implementing new processes and procedures to improve efficiency.

• Ensure compliance with company policies and industry regulations.

Communication & Collaboration:

• Communicate effectively with team members, supervisors, and other departments.

• Provide clear and timely updates on performance expectations, company news, and policy changes.

• Collaborate with other teams to ensure seamless operations and achieve business goals.

Ad-Hoc Duties:

• Handle any other duties that are assigned by management.

Qualifications and Skills:

• Strong customer service skills and a passion for delivering exceptional service.

• Excellent leadership and organisational skills.

• Able to motivate and mentor a team of Customer Relations Officers.

• Strong communication, problem-solving, and decision-making skills.

• Ability to prioritise tasks and work under pressure.

• Flexibility to work varying shifts, including weekends and holidays.