Contact Center Team Lead | Contract

Location Singapore
Discipline Call Centre & Customer Service
Job Reference BBBH124867_1677910979
Salary S$3500 - S$4000 per month
Consultant Name Carolyn Ann Santibanez Mendoza
Consultant Email
Consultant Contact No. 65515316
EA License No. 02C3423
Consultant Registration No. R1105160

Job Scope

  • Coach and guide customer service officers (CSOs) to answer customers' queries and provide first call resolution
  • Conduct business reviews and provide suggestions on processes
  • Manpower management and shift adherence of CSOs
  • Monitor and coach on agent productivity to achieve SLA adherence
  • Conduct performance review with CSOs - identifying areas of training and improvement
  • Team engagement and retention strategy and implementation
  • Handle ad hoc duties as required

Job Qualifications:

  • Minimum O' level with 5 years of solid Team lead/Team Manager experience
  • With 5 years of experience working in a contact center industry
  • Potentially should have taken calls and should have performed customer service roles
  • We are looking for independent team managers who can perform shift rostering, SLA / Metric adherence, team performance management, floor management, escalation management, independent supervisory, team player, SOP/Protocol management & adherence, PIP/Retraining management, a good coach and a trainer and QA (to a minimum degree)
  • Comfortable with night shift; will be working on 44 hours per week (5.5 days), able to work rotating shift hours including weekends and public holidays
  • Active listener and possesses problem-solving skills
  • Fast learner and good team player
  • Demonstrates good customer service and communication skills
  • Location: Suntec City

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

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