*East* 1 Year Contract Team Lead, Call Centre #NJN

RECRUIT EXPRESS PTE LTD; Singapore; On-site; SGD 45,000 - 55,000; Full time

Job summary

A leading recruitment firm in Singapore is seeking a skilled Team Manager to oversee call auditing, team performance, and service outcomes. The ideal candidate has at least three years of experience in a call center environment, with proven expertise in coaching and managing teams to enhance service standards. This role requires excellent communication skills and the ability to coordinate with stakeholders effectively. If you are passionate about mentoring and performance improvement, we want to hear from you.

Qualifications

• Minimum of three years' experience in a contact center or service industry.
• Experience in managing teams with a focus on coaching and performance monitoring.

Responsibilities

• Conduct monthly auditing on team's calls according to guidelines.
• Coordinate with stakeholders to resolve cases and requests.
• Ensure timely printing and mailing of collaterals.

Skills

Performance Monitoring

Coaching

Case Management

Job description

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

Qualifications

• At least three (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.

We regret that only shortlisted candidates will be notified.