Inbound Call Centre Supervisor — Survey Ops Lead

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

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.