Inbound Supervisor, Call Centre

PERSOL; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A recruitment agency in Singapore is seeking a candidate for a supervisory position in customer service operations. You will lead a team to meet daily KPIs and handle escalations efficiently. Ideal applicants should have a minimum diploma and 2-3 years of supervisory experience, with strong communication and coaching skills. Proficiency in Microsoft Office is mandatory. This role is open only to Singaporeans. Applications are accepted through the official job platform.

Qualifications

• 2-3 years of experience in a supervisory position required.
• Work experience in survey operations, sales, or customer service is essential.
• Must be proficient in Microsoft Office applications.

Responsibilities

• Ensure team meets daily KPIs.
• Handle hotline and mailbox enquiries.
• Assist in escalations and complaints handling.
• Conduct call audits for compliance.
• Coach team for continuous improvement.
• Set goals and conduct year-end appraisals.

Skills

Customer service

Supervisory experience

Communication

Problem-solving

Coaching

Microsoft Excel

Microsoft PowerPoint

Microsoft Word

Education

Minimum Diploma or equivalent

Job description

Job Overview

Office: Clarke Quay

Contract Duration: 6 months

Working Days and Hours: 5 days work week across Monday to Sunday Up to 44 hours per week (based on roster) Ie: 08:30am to 6:00pm / 12:00pm to 9:30pm

Responsibilities

• Ensuring the team attains their daily Key Performance Indicators (KPIs).
• Handle incoming hotline and mailbox enquiries to resolve respondents’ issues if needed.
• Assist Quality Service Manager in escalations/complaints via incident reporting, findings, and future preventive measures.
• 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.
• Goals setting and conducting year-end appraisals.
• Any other ad-hoc duties as assigned.

Qualifications

• 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 before being deployed to operations.
• Only Singaporeans may apply.

How to Apply

To apply, simply click "APPLY" and submit your curriculum vitae (CV) through GO, the official PERSOL job application platform. We regret to inform only shortlisted candidates will be notified.

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