Customer Service & Ops Control Centre Lead

Comfort Transportation Pte Ltd & CityCab Pte Ltd; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

A transportation service provider in Singapore seeks a Team Lead to oversee the Customer Service & Operations Control Centre team. The role involves managing a team of Customer Service Agents, resolving operational issues, and driving improvements. Ideal candidates possess a relevant degree, 3+ years of leadership experience in a Contact Centre, and strong communication skills. This position offers opportunities for career development and provides a rewarding work environment with 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, customer service, and operational management.
• Ability to work 12-hour rotating shifts, including weekends and public holidays.

Responsibilities

• Lead and manage a team of Customer Service Agents to deliver exceptional customer experiences.
• Oversee resource planning, staff management, and development to ensure effective service delivery.
• Manage escalation matters, including staff grievances and customer complaints.

Skills

Leadership

Customer service

Operational management

Conflict resolution

Analytical skills

Problem-solving

Education

Bachelor's or professional degree in relevant field

Tools

MS Office (Excel, Word, PowerPoint)

Job description

A transportation service provider in Singapore seeks a Team Lead to oversee the Customer Service & Operations Control Centre team. The role involves managing a team of Customer Service Agents, resolving operational issues, and driving improvements. Ideal candidates possess a relevant degree, 3+ years of leadership experience in a Contact Centre, and strong communication skills. This position offers opportunities for career development and provides a rewarding work environment with benefits including healthcare coverage.