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

Recruit Express Pte Ltd; Singapore; In loco; SGD 70.000 - 90.000; Tempo pieno

Vantaggi offerti da questo lavoro

1-Month Gratuity Bonus

Descrizione del lavoro

Recruit Express Pte Ltd seeks a Team Lead for Contact Centre Operations on a 1-year contract, based in Greenwich. The role involves leading daily channel operations, handling enquiries and escalations, and coordinating with service transformation teams.

Shifts are rotating with 4 weekdays and 1 weekend day, including 8.30am–6.00pm, 10.30am–8.15pm and 2.30pm–12.00am, with Grab transport provided for late shifts.

Mansioni

• 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 service transformation and planning team.
• 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.
• 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.

Descrizione del lavoro

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