Contact Centre Team Lead: Coaching, KPIs & Ops

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

Job summary

A recruitment agency in Singapore is seeking a skilled supervisor to manage a customer service team. Responsibilities include auditing calls, handling stakeholder requests, coaching staff, and ensuring KPI compliance. Candidates should have a diploma and at least two years of supervisory experience in a customer service environment. Strong communication and interpersonal skills are essential for success in this role. Interested applicants should send their resumes to the provided email.

Qualifications

• At least two years of supervisory experience in a customer service/contact centre environment.
• Computer literate with good supervisory, communication, interpersonal and management skills.

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 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.

Skills

Supervisory skills

Communication skills

Interpersonal skills

Management skills

Computer literate

Education

Diploma in any discipline

Job description

A recruitment agency in Singapore is seeking a skilled supervisor to manage a customer service team. Responsibilities include auditing calls, handling stakeholder requests, coaching staff, and ensuring KPI compliance. Candidates should have a diploma and at least two years of supervisory experience in a customer service environment. Strong communication and interpersonal skills are essential for success in this role. Interested applicants should send their resumes to the provided email.