Call Center Team Lead | Contract

Location Singapore
Discipline Call Centre & Customer Service
Job Reference BBBH105525_1635927469
Salary S$3500 - S$3800 per month
Consultant Name Carolyn Ann Santibanez Mendoza
Consultant Email
Consultant Contact No. 65515316
EA License No. 02C3423
Consultant Registration No. R1105160

Job Scope:

  • Day to Day operations of call center and agents to achieve targeted service level
  • Conduct regular call review and coaching session with agents
  • Meet individual and team qualitative and quantitative KPIs
  • Handle complex and escalation. Provide resolution / case direction for escalation cases.
  • Provide improvement plan to address any gaps in processes and staff performance
  • Generate daily, weekly and monthly report as required by management.
  • Ensure all SOP are followed, maintained, and updated.
  • Forecast and plan roster

Job Qualifications:

  • Diploma or Degree with any related field
  • With at least 3 years of experience in the contact center industry.
  • Proficient in MS Word and MS Excel, and with good verbal and written presentation skills
  • Cover Team Manager's duties and shift when necessary
  • Able to work in shift and weekends if business require

Carolyn Ann Santibanez Mendoza EA License No. 02C3423 Personnel Registration No. R1105160

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