Customer Service & Operations Control Lead

Comfort Transportation Pte Ltd & CityCab Pte Ltd; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading transportation provider in Singapore is seeking a Team Lead for its Customer Service & Operations Control Centre team. The role involves managing Customer Service Agents, handling escalated issues, and driving operational improvements. Candidates should have at least 3 years of leadership experience in a Contact Centre, a relevant degree, and strong analytical skills. We offer a rewarding work environment with career growth opportunities and benefits including healthcare coverage.

Benefits

Healthcare coverage

Wellness initiatives

Career growth opportunities

Qualifications

• At least 3 years of experience in a Contact Centre leadership position.
• Proven track record of leadership and operational management.
• Excellent communication, interpersonal, and conflict resolution skills.

Responsibilities

• Lead and manage a team of Customer Service Agents to deliver exceptional customer experiences.
• Oversee resource planning and staff management.
• Manage escalation matters, including staff grievances and customer complaints.
• Drive process improvements and identify opportunities for growth.
• Liaise with internal departments to resolve customer issues.

Skills

Leadership

Customer service

Conflict resolution

Analytical skills

Problem-solving

Education

Bachelor's degree or professional degree in a relevant field

Tools

MS Office (Excel, Word, PowerPoint)

Job description

A leading transportation provider in Singapore is seeking a Team Lead for its Customer Service & Operations Control Centre team. The role involves managing Customer Service Agents, handling escalated issues, and driving operational improvements. Candidates should have at least 3 years of leadership experience in a Contact Centre, a relevant degree, and strong analytical skills. We offer a rewarding work environment with career growth opportunities and benefits including healthcare coverage.