Hybrid Contact Center Team Lead | Coaching, AI & Growth

Manulife

Singapore

Hybride

SGD 60 000 - 90 000

Plein temps

14 jours+

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Résumé du poste

Manulife is seeking a Contact Centre Team Lead in Singapore to guide a professional customer service team, delivering exceptional experiences while meeting quality and productivity targets. You will oversee daily operations, coach staff, manage escalations and collaborate with stakeholders to drive service improvements.

The role emphasizes people leadership, governance, and adherence to regulatory standards in a hybrid work environment.

Qualifications

5+ years of contact center or customer service experience.
Minimum 3 years in a supervisory or team-lead role.
A Diploma or Degree in any discipline.

Responsabilités

Lead the day-to-day operations of the assigned contact centre team and ensure customer enquiries are handled accurately, professionally and within agreed service standards.
Set clear team goals, communicate priorities and monitor performance against service level agreements, quality standards and operational targets.
Conduct regular one-to-one coaching, team huddles, performance reviews and development discussions.
Review call and case quality, identify capability gaps and work with Training and Quality Assurance on targeted interventions.
Provide real-time guidance on complex cases and manage escalated enquiries and complaints through timely investigation, resolution and service recovery.
Track and analyse performance trends, prepare regular reports and recommend actions to improve customer satisfaction, quality, productivity and efficiency.
Ensure staff comply with internal policies, procedures, data protection requirements and applicable regulatory standards.
Support onboarding, knowledge checks and on-the-job development for new and existing team members.
Partner with Operations, Quality Assurance, Training, Workforce Management, Human Resources and business stakeholders to resolve issues and deliver change.
Maintain accurate team records covering attendance, coaching, performance, quality findings and follow-up actions.
Identify recurring customer pain points and operational risks, and contribute to process, knowledgebase, self-service and digital-service improvements.
Participate in projects for digital first improvements, AI powered initiatives to improve productivity and efficiency, and customer experience.
Build an engaged, accountable and inclusive team culture that supports retention, collaboration and continuous learning.