Inbound Service Team Lead — 1-Year Contract (Clarke Quay)

PERSOL SINGAPORE PTE. LTD.; Singapore; On-site; SGD 56,000 - 67,000; Full time

Job summary

PERSOL SINGAPORE PTE. LTD. is hiring an Customer Service Assistant Manager / Manager (Inbound) for a 1-year contract at Clarke Quay. You will lead a call center team, manage workforce planning, KPIs, and escalation handling to ensure timely, professional service.

The role requires 3-5 years of leadership in call centers, strong communication, degree in Business or Marketing, and weekend availability; proficiency in MS Office; reporting to Project Director and coordinating with stakeholders.

Qualifications

• 3-5 years of leadership experience in a call centre.
• Strong communication and interpersonal skills.
• Ability to work independently and manage time effectively.
• Minimum degree qualification in Business, Marketing, or related field.
• Proficiency in MS Office (Excel, Word) and basic data entry tools.
• Availability to work on weekends as required by project schedules.
• High attention to detail and ability to maintain confidentiality.

Responsibilities

• Reports to the Project Director supporting in attaining holistic Service Levels for various assigned matrices.
• Manage a team to achieve operational objectives through workforce planning, setting KPIs, execution, and contingencies.
• Provide strategic plans to synergize inbound calls and escalation management to attain timely and professional deliveries with verbal articulacy.
• Play a pivotal role to work with survey managers to drive quality standards and service excellence throughout inbound and outbound workforce.
• Align objectives and setting expectations with Stakeholders on realistic Service Levels versus call volume, timeframe, and other correlating factors.
• Liaise with business lines and Quality Serviceteam on escalations to support investigations and performance review.
• Perform service recovery calls as needed for escalation.
• Ensure team is fully utilized during lull period by initiatives to support continuous productivity.
• Timely reporting to management team and stakeholders.
• Conduct coaching and mentoring to the team to improve knowledge, skills, and attitudes.
• Conduct year-end appraisals and identifying talents for retention and recognition with Talent Management team.

Skills

Leadership experience

Communication skills

Time management

Weekend availability

Education

Degree in Business or Marketing

Tools

MS Office

Job description

PERSOL SINGAPORE PTE. LTD. is hiring an Customer Service Assistant Manager / Manager (Inbound) for a 1-year contract at Clarke Quay. You will lead a call center team, manage workforce planning, KPIs, and escalation handling to ensure timely, professional service.

The role requires 3-5 years of leadership in call centers, strong communication, degree in Business or Marketing, and weekend availability; proficiency in MS Office; reporting to Project Director and coordinating with stakeholders.