Team Leader (Contact Centre)

Agape Connecting People Pte Ltd; Singapore; On-site; SGD 48,000 - 72,000; Full time

Job summary

Agape Connecting People Pte Ltd is seeking an experienced CSO supervisor to manage performance, training, and quality assurance for the programme in Singapore. You will ensure timely, accurate responses and oversee day‑to‑day case management with relevant stakeholders.

The ideal candidate has at least 2 years of supervisory experience in contact centres or customer service, strong English communication skills, and Diploma or higher.

Qualifications

• Ability to train CSOs on systems and programme-related information.
• Self-driven with excellent interpersonal and communication skills.
• Good communication skills in English.
• Proficiency in other languages/dialects may be required depending on programme requirements.
• Proficient in Microsoft Excel applications.
• Ability to take the initiative, work independently, and accomplish tasks with minimal supervision.
• Ability to work beyond operational hours, if and when required.
• Ability to handle difficult interactions in a professional manner.

Responsibilities

• Manage the performance and service quality of the CSO.
• Ensure CSOs under TL’s supervision are well trained and provide accurate and timely responses.
• Oversee day-to-day case management and liaise with stakeholders for investigations and follow-up.
• Conduct quality audits on CSO handling, including account access, soft skills, knowledge management and resolving MoP queries.
• Train CSO based on resources; prepare competency quizzes, tests, and check-ins.
• Own team results, identify developmental needs, and provide support to the team.
• Ensure information cascades accurately with stakeholders.
• Monitor arrival patterns and alert the client to any increase in queries.
• Conduct regular audits to ensure CSO quality.
• Support CSO proficiency and knowledge of the programme.
• Assist CSO with complex cases and liaise with Ptcp/MoP as needed.
• Provide feedback and recommendations on service delivery to the client.

Skills

Train CSO systems

Interpersonal skills

English communication

Multilingual capability

Excel proficiency

Initiative and independence

Overtime readiness

Handling difficult interactions

Education

Diploma or above

Tools

Microsoft Excel

Job description

• Manage the performance and service quality of the CSO.
• Ensure that all CSO under TL’s supervision is well trained and ensure that CSO are providing accurate and timely responses.
• Responsible for the overall day to day case management and liaison with relevant stakeholders for further investigation and follow-up.
• Performs quality audit checks on the CSO handling the programme. Audit checks should include account access, soft skills, knowledge management and resolving MoP’s queries in accordance with the provided resources.
• Train CSO based on the provided resources. Prepare competency quiz, test, and check-ins to ensure that CSO are provided with accurate information.
• Take ownership of team results, understand developmental needs, and provide support to the team.
• Work with respective stakeholders to ensure that all information is being cascaded accurately.
• Monitor the arrival pattern and highlight to the client in the event of any increase in queries.
• Conduct regular audits to ensure the quality of CSO appointed for the programme.
• Support and guide the CSO in their proficiency and knowledge of the programme.
• Provide assistance to CSO for complex cases and to communicate with the Ptcp/MoP whenever necessary.
• Provide feedback and recommendations on service delivery to the client.

Requirements

• Ability to train the CSO on systems and programme-related information
• Self-driven with excellent interpersonal and communication skills
• Good communication skills in English
• Proficiency in other languages/dialects may be required depending on programme requirements
• Proficient in Microsoft Excel applications
• Ability to take the initiative, work independently, and accomplish tasks with minimal supervision
• Ability to work beyond operational hours, if and when required
• Ability to handle difficult interactions in a professional manner
• Possess Diploma qualification or above
• At least 2 years of relevant supervisory experience in contact centre, customer support and customer service functions