Contact Centre Team Lead – Quality & Training Mentor

AGAPE CP HOLDINGS PTE. LTD.; Singapore; Presencial; SGD 60 000 - 90 000; Tempo integral

Resumo da oferta

AGAPE CP HOLDINGS PTE. LTD. is seeking a capable supervisor to lead a team of CSOs in Singapore. You will manage performance, ensure quality service, and coach CSOs on systems and programme information to deliver accurate, timely responses.

You will conduct regular audits, prepare competency quizzes, and liaise with clients and MoP stakeholders to address complex cases and drive continuous improvement in service delivery.

Qualificações

• Train CSO on systems and programme information.
• Strong interpersonal and communication skills.
• Good English communication.
• Ability to adapt with multilangual requirements.
• Proficient in Excel.
• Self-driven and able to work with minimal supervision.
• Willing to work beyond operational hours when needed.
• Ability to handle difficult interactions professionally.

Responsabilidades

• Manage the performance and service quality of the CSO.
• Ensure CSO under TL supervision are well trained and provide accurate and timely responses.
• Oversee day-to-day case management and liaise with stakeholders for investigation/follow-up.
• Conduct quality audits on CSO handling the programme (account access, soft skills, knowledge management, MoP queries).
• Train CSO based on resources; prepare competency quizzes, tests, and check-ins.
• Take ownership of team results; identify developmental needs and provide support.
• Collaborate with stakeholders to ensure information cascades accurately.
• Monitor arrival patterns and alert client to increases in queries.
• Conduct regular audits to ensure CSO quality.
• Support and guide CSO in proficiency and knowledge of the programme.
• Assist CSO with complex cases and communicate with Ptcp/MoP when necessary.
• Provide feedback and recommendations on service delivery to the client.

Conhecimentos

Train CSO

Interpersonal communication

English communication

Languages flexibility

Excel proficiency

Self-driven initiative

Overtime readiness

Difficult interactions handling

Supervisory experience

Formação académica

Diploma or higher

Ferramentas

Microsoft Excel

Descrição da oferta de emprego

AGAPE CP HOLDINGS PTE. LTD. is seeking a capable supervisor to lead a team of CSOs in Singapore. You will manage performance, ensure quality service, and coach CSOs on systems and programme information to deliver accurate, timely responses.

You will conduct regular audits, prepare competency quizzes, and liaise with clients and MoP stakeholders to address complex cases and drive continuous improvement in service delivery.