Call Centre Team Leader (Ubi)

Connect Centre Pte Ltd; Singapore; On-site; SGD 36,000 - 38,000; Full time

Benefits offered by this job

Incentives

Training provided

12 weeks probation

Job summary

Connect Centre Pte Ltd in Singapore is seeking a Call Centre Operations Supervisor to assist the Operations Manager in running daily call centre operations and to help achieve service levels across channels.

You will monitor agent performance, ensure adherence to SOPs, and collaborate with the Service Quality Executive to close training gaps and improve quality. 12 weeks probation and incentives are provided.

Qualifications

• GCE A Level or higher qualification.
• Proficient with Microsoft Office suite.
• Typing speed and accuracy.
• Ability to multitask.
• Office hours 8:30am–5:30pm, Mon–Fri; Sat 8:30am–12:30pm.

Responsibilities

• Assist the Operations Manager in managing the operations of the call centre.
• Manage performance of Call Centre Agent(s) in call, email, and chat handling to meet SLAs.

Skills

Microsoft Office

Typing

Multitasking

Education

GCE A Level and above

Job description

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 that specific service level and turnaround targets are met
• Monitor team adherence and quality performance against targets
• Collaborate closely with the Service Quality Executive to breach any gaps in training and improve performance quality
• Manage and resolve any escalated cases or disputes, ensuring that appropriate and timely escalations are made to client(s) as and when is required
• Manage and resolve any internal problems or conflicts at the first level in the workplace before any escalation to the Operations Manager
• Ensure all other SOPs and protocols are diligently and correctly carried out
• Work with other departments as and when is required to ensure that team operations can continue smoothly and cohesively across the organisation
• Any other ad-hoc tasks that may be assigned by the Company

Requirements:

• GCE A Level and above
• Proficient in relevant computer applications (Microsoft Applications)
• Proficient in typing
• Able to multitask
• Able to commit to office hours desk-bound (8.30am to 5.30pm from Mondays to Fridays and 8.30am to12.30pm on Saturdays)
• Able to commit44-hours of work a week
• Open to be moved to shift work (details will be discussed during the interview)

Additional Information:

• Monthly basic salary ranges from $3,000 to $3,200
• Incentives provided for good performance
• Training is provided
• 12 weeks probation
• Workplace location 3015A Ubi Road 1 #03-01 Singapore 408705