Contact Centre Team Lead & Performance Coach

Recruit Express; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading recruitment agency in Singapore is seeking a Recruitment Consultant responsible for conducting call audits, coordinating with stakeholders to resolve inquiries, and ensuring service quality. The ideal candidate will be involved in coaching staff, managing KPIs, and providing insights from service data. This role offers an opportunity to work in a dynamic environment focused on performance and teamwork.

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 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.
• 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

A leading recruitment agency in Singapore is seeking a Recruitment Consultant responsible for conducting call audits, coordinating with stakeholders to resolve inquiries, and ensuring service quality. The ideal candidate will be involved in coaching staff, managing KPIs, and providing insights from service data. This role offers an opportunity to work in a dynamic environment focused on performance and teamwork.