Contact Centre Team Lead - Operations & Process Improvement

Recruit Express Pte Ltd; Singapore; On-site; SGD 30,000 - 42,000; Full time

Job summary

Recruit Express Pte Ltd at Greenwich Drive, with company transport provided to Serangoon, Kovan, Woodlands, offers a channel operations role requiring five days a week (4 weekdays + 1 weekend). Shifts rotate weekly: 8.30pm – 6pm, 10.30am - 8.15pm, and 2.30pm - 12 midnight (GRAB home possible).

You will support daily channel operations, handle inquiries and escalations, troubleshoot issues, maintain a knowledge base, and coordinate with internal teams.

Responsibilities

• Support the execution of daily channel operations, ensuring smooth handling of inquiries, escalations, and issue resolutions.
• Act as the first point of contact for channel-related issues, ensuring timely resolution and escalation when necessary. Develop responses for clearance with Service Transformation & Planning Team.
• Troubleshoot operational problems, document cleared responses, and maintain a knowledge base for future reference.
• Collaborate with the Quality Assurance Specialist to implement process improvements and support training initiatives.
• Provide feedback to the team lead regarding recurring challenges and opportunities for improving processes.
• Maintain accurate and up-to-date records of operations activities and provide administrative support to the team.
• Communicate and coordinate with internal and external stakeholders to address operational challenges.
• Assist in preparing reports and metrics for internal reviews and meetings.

Job description

Recruit Express Pte Ltd at Greenwich Drive, with company transport provided to Serangoon, Kovan, Woodlands, offers a channel operations role requiring five days a week (4 weekdays + 1 weekend). Shifts rotate weekly: 8.30pm – 6pm, 10.30am - 8.15pm, and 2.30pm - 12 midnight (GRAB home possible).

You will support daily channel operations, handle inquiries and escalations, troubleshoot issues, maintain a knowledge base, and coordinate with internal teams.