Contact Centre Team Leader

AGAPE CP HOLDINGS PTE. LTD.; Singapore; On-site; SGD 42,000 - 68,000; Full time

Job summary

AGAPE CP HOLDINGS PTE. LTD. is seeking a Supervisory Trainer for the CSO programme. You will manage CSO performance, ensure quality, and coordinate audits and trainings to keep the team skilled and responsive.

The role requires strong English communication, ability to train, and at least two years of supervisory experience in contact centre or customer service. Diploma or higher is expected.

Qualifications

• Ability to train CSO on systems and programme information.
• Self-driven with strong interpersonal and communication skills.
• Excellent English communication; other languages may be required.
• Diploma qualification or above is required.
• At least 2 years of supervisory experience in contact centre or customer service.

Responsibilities

• Manage performance and service quality of CSO.
• Ensure CSO under TL supervision are well trained and provide timely responses.
• Oversee day-to-day case management and liaise with stakeholders.
• Perform quality audits on CSO handling the programme.
• Train CSO using provided resources; develop quizzes and checks.
• Lead the team, identify developmental needs, and provide support.
• Coordinate information dissemination with stakeholders.
• Monitor query arrival patterns and inform client of increases.
• Conduct regular audits on CSO programme quality.
• Support CSO proficiency and knowledge; handle complex cases with Ptcp/MoP.
• Provide feedback and recommendations on service delivery.

Skills

Interpersonal skills

Communication skills

English proficiency

Other languages

Excel skills

Initiative

Independent work

Team supervision

Education

Diploma or above

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