Call Centre Team Leader (Ubi)

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

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