Inbound Team Lead Call Centre

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

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.
• Handle escalations/complaints cases via service recovery calls.
• 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.

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 before being deployed to operations.

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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