Team Lead, Call Centre (1 year contract) #JTL

RECRUIT EXPRESS PTE LTD; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A staffing company in Singapore is seeking an experienced team leader for their contact center. The ideal candidate will have at least three years of experience managing teams and handling service cases. Responsibilities include auditing team calls, coordinating with stakeholders, and ensuring service outcomes meet KPIs. Interested candidates should send their resumes directly to the provided email address.

Qualifications

• At least three years of relevant experience in a call center or service industry.
• Proven experience managing teams and monitoring performance.

Responsibilities

• Conduct monthly auditing on team’s calls.
• Coordinate with stakeholders to handle cases.
• Escalate issues to Management when necessary.
• Manage staffing and leave matters.

Skills

Team management

Performance coaching

Call center operations

Job description

Responsibilities

• Conduct monthly auditing on team’s calls in accordance to guidelines and SLA
• Coordinate with BU/stakeholders to handle and resolve cases, requests or enquiries
• Escalate the issues, needs and insights to Management when necessary
• Ensure prompt printing and mailing of collaterals/sending daily SMS in accordance to SOP
• Conduct case management monitoring in CRM system, call recording retrieval, investigation and coaching when necessary
• Conduct systems, hardware, hotlines and recording testing
• Conduct monthly staff performance coaching and mentoring
• Manage staffing and leave matters
• Ensure service outcome and KPIs are met
• Provide shifts updates on service level, draw insights by periodically reviewing past calls

Requirements

• At least three (3) years of relevant experience in handling contact centre cases in a call centre or service industry environment.
• Proven experience in managing teams, including monitoring performance, coaching, and providing feedback to improve service standards.

Interested candidates please send in your resume to:

Topaz Liang Huimin (CEI No. R1104500), email to: [e-mail]

EA License No: 99C4599