Team Lead, Call Centre (Contract/ Perm) #JTL

RECRUIT EXPRESS PTE LTD; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

A leading recruitment agency in Singapore is seeking a Contact Centre Manager to oversee team performance and coaching. You will conduct call audits, coordinate with stakeholders, and ensure service level agreements are met. Candidates should have at least three years of experience in a call centre or service industry. This role also involves managing staffing and leave matters.

Qualifications

• At least three (3) years of relevant experience in handling contact centre cases.
• Proven experience in managing teams, including monitoring performance and coaching.

Responsibilities

• Conduct monthly auditing on team’s calls.
• Coordinate with stakeholders to resolve cases.
• Escalate issues to Management when necessary.
• Conduct staff performance coaching.

Skills

Team management

Coaching

Performance monitoring

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 testingConduct 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.

Contact Information

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

EA License No: 99C4599