Outbound Interview Supervisor, Call Centre

PERSOL; Singapore; On-site; SGD 33,000 - 50,000; Full time

Job summary

PERSOL Singapore seeks an Survey Operations Supervisor to lead a team in delivering field surveys from Novena. You will drive service levels, coach officers, and ensure KPI attainment while managing escalations and conducting field visits.

Five-day work week, up to 44 hours weekly, training and assessments required. Start dates targeted for December 2026 or January 2027 on an 8-month contract.

Qualifications

• Minimum Diploma or equivalent.
• Experience in survey operations, sales, or customer service.
• 2-3 years’ supervisory experience.
• Candidates without formal qualifications may be considered with relevant experience.
• Call center, direct sales, and customer facing experience advantageous.
• Proficient in Microsoft Excel, PowerPoint, Word and internet usage.
• Strong communication with internal and external stakeholders.
• Training and assessment will be required.

Responsibilities

• Lead a team of Survey Officers to meet service levels within timelines.
• Drive daily KPIs for assigned surveys.
• Handle escalations/complaints via service recovery calls.
• Conduct field visits with junior team members for survey collection.
• Perform call audits to ensure script compliance and service quality.
• Coach team to improve standards and quality.
• Set goals and conduct year-end appraisals.

Skills

Survey operations

Sales

Customer service

Supervisory experience

Call center

Direct sales

Stakeholder communication

MS Excel

PowerPoint

Word

Education

Diploma

Tools

Microsoft Excel

PowerPoint

Word

Internet usage

Job description

Office: Novena

Contract Duration: 8 months

Targeted Start Date: December 2026/ January 2027

Working Days and Hours:

5 days work week across Monday to Sunday

Up to 44 hours per week (based on roster)

Ie: 12:00pm to 9:30pm

Support Project Manager in attaining holistic objectives of the assigned surveys.

• Lead a team of Survey Officers to achieve service levels for assigned surveys within timeline.
• Ensuring the team attains their daily Key Performance Indicators (KPIs).
• Handle escalations/complaints cases via service recovery calls.
• Conduct field visits with junior team members for survey collection.
• 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.

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

test before being deployed to operations.

• Only Singaporeans may apply.