Team Lead | Contact Centre Operations | 1-Year Contract HMS

recruit express pte ltd; Singapore; On-site; SGD 72,000 - 109,000; Full time

Benefits offered by this job

Gratuity Bonus

Job summary

Recruit Express Pte Ltd is hiring a Team Lead for Contact Centre Operations on a 1-year contract based in Greenwich. You will oversee daily channel operations, manage escalations and ensure smooth handling of enquiries.

The role requires coordinating with internal teams, maintaining operation records, and preparing reports for reviews. Rotational shifts include early, mid, and late hours with a 5-day week and one weekend day per cycle.

Responsibilities

• Contact Centre Operations – Support daily channel operations to ensure enquiries, escalations and issues are handled smoothly
• Act as the first point of contact for channel-related operational issues
• Coordinate timely issue resolution and escalate complex matters when necessary
• Develop responses for review and clearance with the relevant service transformation and planning team
• Issue Resolution & Process Improvement – Troubleshoot operational challenges and document approved responses
• Maintain an up-to-date knowledge base for future reference
• Work with Quality Assurance to improve processes and support training initiatives
• Identify recurring operational challenges and recommend improvements
• Reporting & Stakeholder Coordination – Maintain accurate operational records and documentation
• Coordinate with internal and external stakeholders to resolve operational issues
• Assist with preparing operational reports, metrics and materials for internal reviews and meetings
• Provide administrative support to ensure smooth daily operations

Job description

Team Lead | Contact Centre Operations | 1-Year Contract

• Location: Greenwich
• Company Transport: Available at Serangoon, Kovan and Woodlands
• Contract Duration: 1 Year
• Bonus: 1-Month Gratuity Bonus
• Working Arrangement: 5 days per week (4 weekdays + 1 weekend)
• Shifts: Rotational weekly

Working Shifts

• 8.30am–6.00pm
• 10.30am–8.15pm
• 2.30pm–12.00am (Grab transport home provided)

Shift timings rotate weekly. Candidates must be comfortable working 4 weekdays and 1 weekend day each week.

Key Responsibilities

Contact Centre Operations

• Support daily channel operations to ensure enquiries, escalations and issues are handled smoothly
• Act as the first point of contact for channel-related operational issues
• Coordinate timely issue resolution and **escalate** complex matters when necessary
• Develop responses for review and clearance with the relevant service transformation and planning team

Issue Resolution & Process Improvement

• Troubleshoot operational challenges and document approved responses
• Maintain an up-to-date knowledge base for future reference
• Work with Quality Assurance to improve processes and support training initiatives
• Identify recurring operational challenges and recommend improvements

Reporting & Stakeholder Coordination

• Maintain accurate operational records and documentation
• Coordinate with internal and external stakeholders to resolve operational issues
• Assist with preparing operational reports, metrics and materials for internal reviews and meetings
• Provide administrative support to ensure smooth daily operations