Contact Centre Team Lead #EEF

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

Job summary

A recruitment agency in Singapore is looking for a consultant to oversee staffing and leave management, conduct training, and ensure service quality. Responsibilities include managing escalations and guiding staff performance. Applicants should have strong policy knowledge and communication skills. Interested candidates can reach out via email.

Responsibilities

• Oversee staffing needs and manage leave requests effectively.
• Conduct monthly coaching and mentoring sessions to enhance staff performance.
• Ensure that service outcomes and key performance indicators (KPIs) are consistently met.
• Monitor the call management system, including retrieval and investigation of call recordings.
• Handle first and second level escalation cases through designated email channels.
• Act as a point of contact for escalations and provide support through designated channels.
• Provide regular updates on service levels and manage meal break arrangements.
• Utilize strong knowledge of NEA policies and processes to enhance service delivery.

Job description

Responsibilities

• Staffing and Leave Management: Oversee staffing needs and manage leave requests effectively.
• Performance Management: Conduct monthly coaching and mentoring sessions to enhance staff performance.
• Service Outcome and KPI Oversight: Ensure that service outcomes and key performance indicators (KPIs) are consistently met.
• Call Management: Monitor the call management system, including retrieval and investigation of call recordings.
• Escalation Management: Handle first and second level escalation cases through designated email channels and the Clear Call Team Inbox.
• Frontline Support: Act as a point of contact for escalations and provide support through the Control Tower and the Quality Service Manager Hotline.
• Shift Coordination: Provide regular updates on service levels and open cases, while managing meal break arrangements and ensuring staff are placed on rotating shifts, including weekends and public holidays.
• Policy Knowledge: Utilize strong knowledge of NEA policies and processes to enhance service delivery.

Elsa Fontanne (CEI No. R24124496)

Recruitment Consultant

Email Address: [e-mail]

WhatsApp: [phone]

Telegram: @Elsa_Fontanne

Recruit Express Pte Ltd / EA Licence No: 99C4599

We regret only shortlisted candidates will be contacted