Contact Centre Team Lead (1-Year Contract) #EEF

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

Job summary

A recruitment agency in Singapore is seeking a candidate to conduct monthly auditing of team calls, coordinate stakeholder communications, and manage staffing matters. The successful candidate will be responsible for ensuring service outcomes and KPIs are met, along with coaching staff. Strong problem-solving and coordination skills are required., along with experience in case management. Interested applicants should reach out via the contact information provided.

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.

Job description

• 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

Elsa Fontanne (CEI No. R24124496)

Email Address: [e-mail]

Recruitment Consultant

Recruit Express Pte Ltd / EA Licence No: 99C4599