Contact Centre Team Lead | Up To $4.2k basic | 5days Office Hour | Ubi

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

Job summary

A leading recruitment agency in Singapore is searching for a Staffing Manager to oversee staffing needs and manage performance in a contact centre environment. The ideal candidate will have at least 3 years of training experience and 2 years in a managerial role, ensuring key performance indicators are consistently met. Interested applicants should submit their CV for consideration.

Qualifications

• At least 3 years of experience in training and/or quality assurance within a contact centre environment.
• Minimum 2 years in a managerial role.
• Experience in a customer service setting is preferred.

Responsibilities

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

Skills

Training and quality assurance

Staff management

Coaching

CRM system management

Education

Min. O Levels/Higher Nitec

Job description

RecruitFirst is hiring! You will be outsourced to:

Job Details

• Location: Ubi
• Salary: Up $4,200 monthly basic
• Duration: 1 year contract (ext)
• Working hours: Mon to Fri, 8.30am to 6.00pm

Job Scope

• 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 and the Clear Call Team Inbox.
• Act as a point of contact for escalations and provide support through the Control Tower and the Quality Service Manager Hotline.
• 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.
• Proactively escalate issues, needs, and insights to management as necessary.
• Monitor case management within the CRM system, retrieve call recordings, and provide coaching as needed.

Requirements

• Min. 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 2 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, please send your resume to [e-mail] or click here to apply now.

All applications will be treated with strictest confidentiality. We regret that only shortlisted candidates will be notified. Thank you.

Jessica Chia Huey Lee (R1219949)

Senior HR Ops Associate

RecruitFirst Pte Ltd E.A.13C6342