Inbound Call Centre Team Lead - KPI Focus & Coaching

PERSOL SINGAPORE PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A prominent recruitment agency in Singapore is seeking a supervisor to ensure team performance and manage customer inquiries. The role requires at least a diploma and 2-3 years in a supervisory position. The ideal candidate will be proficient in Microsoft Office and possess strong communication skills. Responsibilities include managing KPIs, handling escalations, and conducting call audits. Applicants will need to complete a training course before deployment.

Qualifications

• Minimum Diploma or equivalent.
• At least 2-3 years’ supervisory experience.
• Proficient in Microsoft Office tools.

Responsibilities

• Ensure the team meets daily Key Performance Indicators (KPIs).
• Manage hotline and mailbox inquiries.
• Handle escalations and complaints efficiently.
• Conduct call audits for compliance.

Skills

Customer service experience

Escalation handling

Microsoft Excel

Communication skills

Education

Diploma or equivalent

Tools

Microsoft PowerPoint

Microsoft Word

Job description

A prominent recruitment agency in Singapore is seeking a supervisor to ensure team performance and manage customer inquiries. The role requires at least a diploma and 2-3 years in a supervisory position. The ideal candidate will be proficient in Microsoft Office and possess strong communication skills. Responsibilities include managing KPIs, handling escalations, and conducting call audits. Applicants will need to complete a training course before deployment.