Contact Centre Team Leader

AGAPE CP HOLDINGS PTE. LTD.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Train CSO

Interpersonal communication

English communication

Languages flexibility

Excel proficiency

Self-driven initiative

Overtime readiness

Difficult interactions handling

Supervisory experience

Education

Diploma or higher

Tools

Microsoft Excel

Job description

• Manage the performance and service quality of the CSO.


• Ensure that all CSO under TL's supervision is well trained and ensure that CSO are providing accurate and timely responses.


• Responsible for the overall day to day case management and liaison with relevant stakeholders for further investigation and follow-up.


• Performs quality audit checks on the CSO handling the programme. Audit checks should include account access, soft skills, knowledge management and resolving MoP's queries in accordance with the provided resources.


• Train CSO based on the provided resources. Prepare competency quiz, test, and check-ins to ensure that CSO are provided with accurate information.


• Take ownership of team results, understand developmental needs, and provide support to the team.


• Work with respective stakeholders to ensure that all information is being cascaded accurately.


• Monitor the arrival pattern and highlight to the client in the event of any increase in queries.


• Conduct regular audits to ensure the quality of CSO appointed for the programme.


• Support and guide the CSO in their proficiency and knowledge of the programme.


• Provide assistance to CSO for complex cases and to communicate with the Ptcp/MoP whenever necessary.


• Provide feedback and recommendations on service delivery to the client.

Requirements:

• Ability to train the CSO on systems and programme-related information


• Self-driven with excellent interpersonal and communication skills


• Good communication skills in English


• Proficiency in other languages/dialects may be required depending on programme requirements


• Proficient in Microsoft Excel applications


• Ability to take the initiative, work independently, and accomplish tasks with minimal supervision


• Ability to work beyond operational hours, if and when required


• Ability to handle difficult interactions in a professional manner


• Possess Diploma qualification or above


• At least 2 years of relevant supervisory experience in contact centre, customer support and customer service functions