Contact Centre Team Lead - Up $3,800, Ubi

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

Job summary

A recruitment agency in Singapore is seeking a Contact Centre Team Lead to manage staffing, oversee performance management, and ensure service outcomes. The ideal candidate has at least 3 years of experience in training and quality assurance within a contact centre environment. Strong leadership and communication skills are essential. The role offers a monthly salary of up to $3800, with potential adjustments based on experience.

Qualifications

• Minimum 3 years experience in training or quality assurance within a contact centre.
• At least 2 years in a managerial role in a contact centre environment.
• Strong understanding of KPIs and service outcomes.

Responsibilities

• Oversee staffing needs and manage leave requests effectively.
• Conduct coaching and mentoring sessions to enhance staff performance.
• Ensure service outcomes and KPIs are met.

Skills

Staffing and Leave Management

Performance Management

Escalation Management

Frontline Support

Education

Minimum GCE O Levels/Higher Nitec

Job description

RecruitFirst is hiring Contact Centre Team Lead

Job Details:

• 📍 Location: Ubi
• 💰 Salary: Up to $3800 monthly basic (able to stretch base on experience)
• 🕛 Working hours: Mon to Fri, 8.30am to 6.00pm

Job Scope

• 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.
• 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.

Requirements

• ✅ Minimum GCE O Levels/Higher Nitec
• ✅ At least 3 years of experience in training and/or quality assurance within a contact centre environment, with at least two years in a managerial role
• ✅ At least 3 years' experience in a training role within a contact centre or similar customer service setting
• ✅ Interested applicants should send your resume to *************@recruitfirst.com. Only shortlisted candidates will be notified.

Vinis Leong (R25129243)
RecruitFirst Pte Ltd E.A. 13C6342