Contact Centre Team Leader

Agape Connecting People Pte Ltd; Singapore; In loco; SGD 60.000 - 82.000; Tempo pieno

Descrizione del lavoro

Agape Connecting People Pte Ltd is seeking a Customer Service Supervisor to manage performance and service quality of CSOs. You will ensure CSOs are trained and respond accurately and timely, and oversee day-to-day case management with stakeholders.

The ideal candidate has at least 2 years in supervisory roles in contact centres, strong English communication, proficiency in Excel, and the ability to train staff and drive improvements.

Competenze

• Diploma qualification or above.
• At least 2 years of relevant supervisory experience in contact centre or customer service functions.
• Ability to train CSO on systems and programme-related information.
• Proficient in Microsoft Excel and able to manage data and reporting.

Mansioni

• Manage the performance and service quality of the CSO team.
• Ensure CSOs are well trained and provide accurate, timely responses.
• Oversee day-to-day case management and liaise with stakeholders for investigations.
• Perform quality audits on CSO handling of the programme.
• Provide training, competency checks, tests, and regular check-ins.
• Support team development and monitor results to identify needs.

Conoscenze

Interpersonal skills

Communication skills

English proficiency

Excel proficiency

Initiative

Supervisory experience

Formazione

Diploma or higher

Strumenti

Microsoft Excel

Descrizione del lavoro

About the role

This role involves managing the performance and service quality of Customer Service Officers (CSO), ensuring they are well trained and providing accurate and timely responses. You will be responsible for overall day-to-day case management and liaison with relevant stakeholders for further investigation and follow-up.

Key responsibilities

• Manage the performance and service quality of the CSO
• Ensure that all CSO under supervision is well trained and 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
• Perform quality audit checks on CSO handling the programme, including account access, soft skills, knowledge management and resolving queries
• Train CSO based on provided resources and prepare competency quiz, test, and check-ins
• 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
• Provide feedback and recommendations on service delivery to the client

About you

• Ability to train 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 mannerPossess Diploma qualification or above
• At least 2 years of relevant supervisory experience in contact centre, customer support and customer service functions