Operations Team Lead – 24/7 Customer Support

v-elegant pte. ltd.

Singapore

On-site

SGD 42,000 - 65,000

Full time

3 days ago

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Job summary

v-elegant pte. ltd. seeks a capable supervisor to lead a team delivering monitoring and customer-support services.

You will plan manpower rosters, ensure continuous coverage during operational hours including weekends and public holidays, and supervise handling of system alerts with prompt follow-up via phone and video calls. You will ensure cases are attended, escalated and closed within timelines, manage incidents and operational issues per SOPs, monitor staff performance and conduct training,

Qualifications

Diploma or higher in business/operations or related field.
3+ years supervisory/management experience in customer service or call centre.
Experience with rosters or extended hours is a plus.

Responsibilities

Lead and manage a team providing monitoring and customer-support services.
Plan manpower rosters and ensure coverage during operational hours, including weekends and public holidays.
Supervise monitoring of system alerts and coordinate follow-up with customers via phone and video calls.
Ensure cases are attended, investigated, escalated and closed within required service timelines.
Manage incidents, non-compliance cases and operational issues per procedures.
Monitor staff attendance, performance, service quality and compliance with SOPs.
Conduct team briefings, coaching, quality checks and refresher training.
Prepare operational, incident, monthly management and performance reports.
Plan for staff absenteeism and replacements to ensure uninterrupted operations.
Liaise with client and management on operational matters and improvements.
Ensure confidential information and customer communications are properly handled.