Customer Service Team Lead (Outbound)

PERSOL; Singapore; On-site; SGD 33,000 - 50,000; Part time

Job summary

PERSOL is seeking a Survey Supervisor to lead a team of Survey Officers at our Novena office. The role focuses on achieving service levels, meeting timelines, and maintaining high quality through coaching and performance management.

Requirements include a Diploma or equivalent and 2–3 years in a supervisory capacity, with proficiency in Excel, PowerPoint, and Word. The position is a 10-month contract based in Singapore, with a 5-day work week and up to 44 hours per week.

Qualifications

• Diploma or equivalent is required.
• 2-3 years’ experience in supervisory position.
• Proficiency with Microsoft Excel, PowerPoint and Word.
• Able to communicate effectively with internal and external stakeholders.
• Experience handling escalations and complaints is advantageous.

Responsibilities

• Support Project Manager to meet survey objectives.
• Lead a team of Survey Officers to achieve service levels and timelines.
• Ensure daily KPIs are met by the team.
• Handle escalations/complaints via service recovery calls.
• Conduct field visits with junior members for survey collection.
• Perform call audits for script adherence and quality of service.
• Coach and develop team, set goals, and conduct year-end appraisals.

Skills

Team leadership

Escalation handling

Communication

Coaching

Education

Diploma or equivalent

Tools

Microsoft Excel

PowerPoint

Word

Job description

Office: Novena

Contract Duration: 10 months

Targeted Start Date: December 2026/ January 2027

Working Days and Hours:

5 days work week across Monday to Sunday

Up to 44 hours per week (based on roster)

Ie: 12:00pm to 9:30pm

Support Project Manager in attaining holistic objectives of the assigned surveys.

• Lead a team of Survey Officers to achieve service levels for assigned surveys within timeline.
• Ensuring the team attains their daily Key Performance Indicators (KPIs).
• Handle escalations/complaints cases via service recovery calls.
• Conduct field visits with junior team members for survey collection.
• Conduct call audits to ensure compliance to call scripts, professionalism, and service excellence.
• Continuous improvement in standards and quality of the team via coaching efforts.
• Goals setting and conducting year-end appraisals.

Job Requirements

• Minimum Diploma or equivalent.
• Equipped with work experience in survey operations, sales, or customer service role.
• Possessed at least 2-3 years’ experience in supervisory position.
• Those without the academic qualifications will be considered with relevant work experience.
• Applicants with call center background, direct sales and customer fronting will be advantageous.
• Able to handle escalations and complaints proficiently to de-escalate these cases.
• Proficient in Microsoft Excel, PowerPoint, Word. and internet usage.
• Able to communicate effectively with internal and external stakeholders.
• Selected applicants are required to complete a training course and pass the assessment test before being deployed to operations.
• Only Singaporeans may apply.