Call Centre Team Leader – Performance & Training

CONNECT CENTRE PTE. LTD.; Singapore; On-site; SGD 33,000 - 36,000; Full time

Benefits offered by this job

Training provided

12 weeks probation

Incentives for good performance

Job summary

CONNECT CENTRE PTE. LTD. is seeking a Operations Supervisor to assist the Operations Manager in running the call centre daily in Singapore. You will monitor performance across calls, emails and chats, ensure service levels are met, and drive continuous quality improvements.

The role requires a GCE A Level or above, strong Microsoft Office skills, and the ability to multitask in a desk-bound office setting with regular shifts. Training is provided and a 12-week probation applies.

Qualifications

• GCE A Level and above
• Proficient in Microsoft Office applications
• Able to multitask and manage multiple conversations
• Willing to work office hours and shift pattern as discussed

Responsibilities

• Assist the Operations Manager in managing the operations of the call centre
• Manage the performance of Call Centre Agent(s) in call, email and chat handling, ensuring service levels and turnaround targets are met
• Monitor team adherence and quality performance
• Collaborate with the Service Quality Executive to address training gaps and improve performance
• Handle escalated cases and disputes with timely escalation to clients
• Resolve internal issues at the first level before escalation
• Ensure SOPs and protocols are followed
• Coordinate with other departments to maintain smooth operations
• Carry out ad-hoc tasks as assigned

Skills

Typing

Multitasking

Office hours commitment

Shift work readiness

Education

GCE A Level or above

Tools

Microsoft Office

Job description

CONNECT CENTRE PTE. LTD. is seeking a Operations Supervisor to assist the Operations Manager in running the call centre daily in Singapore. You will monitor performance across calls, emails and chats, ensure service levels are met, and drive continuous quality improvements.

The role requires a GCE A Level or above, strong Microsoft Office skills, and the ability to multitask in a desk-bound office setting with regular shifts. Training is provided and a 12-week probation applies.