Contact Centre Team Leader, Up to $4300! Ubi, experience required

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

Job summary

A recruitment agency in Singapore seeks a Contact Centre Team Leader to oversee auditing, coaching, and performance management in their team. Candidates must have at least 3 years of relevant experience in the service industry, strong leadership and interpersonal skills, and the ability to manage a team effectively. Interested applicants should send their resumes in Word or PDF format.

Qualifications

• At least 3 years of relevant experience in handling contact centre cases.
• Proven experience in managing teams and improving service standards.
• Strong leadership and interpersonal skills.

Responsibilities

• Conduct monthly auditing on team’s calls according to guidelines.
• Coordinate with stakeholders to handle and resolve cases.
• Ensure service outcomes and KPIs are met.

Skills

Leadership

Interpersonal skills

Team management

Performance coaching

Job description

Contact Centre Team Leader, Up to $4300! Ubi, experience required

Location: Ubi

Pay: $3800 - $4300

Working hours: Subject to project availability

Responsibilities

• Conduct monthly auditing on team’s calls in accordance to guidelines and SLA
• Coordinate with BU/stakeholders to handle and resolve cases, requests or enquiries
• Escalate the issues, needs and insights to Management when necessary
• Ensure prompt printing and mailing of collaterals/sending daily SMS in accordance to SOP
• Conduct case management monitoring in CRM system, call recording retrieval, investigation and coaching when necessary
• Conduct systems, hardware, hotlines and recording testing
• Conduct monthly staff performance coaching and mentoring
• Manage staffing and leave matters
• Ensure service outcome and KPIs are met
• Provide shifts updates on service level, draw insights by periodically reviewing past calls

Requirements

• At least 3 years of relevant experience in handling contact centre cases in a call centre or service industry environment
• Proven experience in managing teams, including monitoring performance, coaching, and providing feedback to improve service standards
• Strong leadership and interpersonal skills, with the ability to motivate and manage a team to achieve service excellence
• Singaporeans only

START IMMEDIATELY.

Interested applicants to send resume in word or PDF format to 92344*** along with FULL NAME and quote MLTL.

Do take note that only shortlisted candidates will be notified!

Loh Yew Fong (Outsourcing team, RecruitFirst Pte Ltd, E.A. 13C6342)