Contact Centre Team Leader

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

Job summary

Agapeplus is seeking a Contact Centre Team Leader in Singapore to manage the performance and service quality of a customer service operation. You will train team members, oversee daily case management, and ensure service quality through regular audits.

The ideal candidate has excellent communication skills, a strong initiative, and at least 2 years of relevant supervisory experience in contact centers. Proficiency in Microsoft Excel and the ability to work independently are essential.

Qualifications

• Ability to train the CSO on systems and programme-related information.
• Self-driven with excellent interpersonal and communication skills.
• Good communication skills in English.
• Proficient in Microsoft Excel applications.
• At least 2 years of relevant supervisory experience in a contact centre.

Responsibilities

• Manage the performance and service quality of the CSO.
• Ensure all CSO under TL supervision is well trained.
• Responsible for overall day-to-day case management.
• Conduct regular audits to ensure quality of CSO.

Skills

Training skills

Interpersonal skills

Communication skills in English

Microsoft Excel

Initiative

Education

Diploma qualification or above

Job description

About the job Contact Centre Team Leader

• Manage the performance and service quality of the CSO.
• Ensure that all CSO under TLs 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 MoPs 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 function