Inbound Call Centre Supervisor (9 months)

PERSOL; Singapore; On-site; SGD 48,000 - 64,000; Full time

Job summary

PERSOL is seeking a capable Team Lead to manage a group of Survey Officers in Singapore. You will drive service levels, coach field staff, and ensure KPI targets are met while handling escalations with professional service recovery calls.

The role requires a Diploma or equivalent with 2–3 years of supervisory experience in survey operations or related fields, plus proficiency in Excel, PowerPoint, and Word. Training and assessment will be provided before deployment.

Qualifications

• Diploma or equivalent required.
• 2–3 years supervisory experience in survey operations, sales or customer service.

Responsibilities

• Lead a team of Survey Officers to meet service levels and timelines.
• Set goals and conduct year-end appraisals.
• Monitor daily KPIs and ensure target achievements.
• Handle escalations/complaints via service recovery calls.
• Conduct field visits with junior team members for survey collection.
• Perform call audits to ensure script compliance and service quality.
• Coach and improve team standards and performance.

Skills

Team leadership

Communication

Problem solving

Microsoft Excel

PowerPoint

Word

Education

Diploma or equivalent

Tools

Microsoft Excel

PowerPoint

Word

Job description

Office: Novena

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, shifts from 8:30AM to 6:00PM & 12:00PM to 9:30PM

• Lead a team of Survey Officers to achieve service levels for assigned surveys within timeline.
• Goals setting and conducting year-end appraisals.
• 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.

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.