Team Lead, Contact Centre Operations (2-Year Contract)

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

Job summary

A leading recruitment agency in Singapore is seeking a Contact Centre Supervisor on a 2-Year Contract. The ideal candidate will have a diploma and over 2 years of experience in customer service or contact centre operations. Responsibilities include supervising a team of agents to meet service KPIs, monitoring daily operations, handling escalated enquiries, and training staff. The position offers a salary range of $4,000 – $4,500 per month and requires occasional evening shifts.

Qualifications

• Diploma with supervisory experience in a contact centre.
• 2+ years’ experience in customer service or contact centre operations.

Responsibilities

• Supervise a team of Contact Centre Agents to achieve service KPIs.
• Monitor daily operations, ensure quality and compliance with protocols.
• Handle escalated cases and complex customer enquiries.
• Conduct coaching, training and performance evaluations.
• Manage manpower planning, rostering and attendance.
• Prepare reports and liaise with internal stakeholders for service improvements.

Skills

Supervisory skills

Customer service

Coaching and training

Education

Diploma

Job description

A leading recruitment agency in Singapore is seeking a Contact Centre Supervisor on a 2-Year Contract. The ideal candidate will have a diploma and over 2 years of experience in customer service or contact centre operations. Responsibilities include supervising a team of agents to meet service KPIs, monitoring daily operations, handling escalated enquiries, and training staff. The position offers a salary range of $4,000 – $4,500 per month and requires occasional evening shifts.