Customer Service Team Lead - Quality & Training

Agape Connecting People Pte Ltd; Singapore; On-site; SGD 60,000 - 82,000; Full time

Job summary

Agape Connecting People Pte Ltd is seeking a Customer Service Supervisor to manage performance and service quality of CSOs. You will ensure CSOs are trained and respond accurately and timely, and oversee day-to-day case management with stakeholders.

The ideal candidate has at least 2 years in supervisory roles in contact centres, strong English communication, proficiency in Excel, and the ability to train staff and drive improvements.

Qualifications

• Diploma qualification or above.
• At least 2 years of relevant supervisory experience in contact centre or customer service functions.
• Ability to train CSO on systems and programme-related information.
• Proficient in Microsoft Excel and able to manage data and reporting.

Responsibilities

• Manage the performance and service quality of the CSO team.
• Ensure CSOs are well trained and provide accurate, timely responses.
• Oversee day-to-day case management and liaise with stakeholders for investigations.
• Perform quality audits on CSO handling of the programme.
• Provide training, competency checks, tests, and regular check-ins.
• Support team development and monitor results to identify needs.

Skills

Interpersonal skills

Communication skills

English proficiency

Excel proficiency

Initiative

Supervisory experience

Education

Diploma or higher

Tools

Microsoft Excel

Job description

Agape Connecting People Pte Ltd is seeking a Customer Service Supervisor to manage performance and service quality of CSOs. You will ensure CSOs are trained and respond accurately and timely, and oversee day-to-day case management with stakeholders.

The ideal candidate has at least 2 years in supervisory roles in contact centres, strong English communication, proficiency in Excel, and the ability to train staff and drive improvements.