Contact Centre Team Leadership Position

6 days ago

Singapore beBeeContactCentreLeader Full time $40,000 - $60,000
Job Title: Team Lead, Contact Centre

As a seasoned professional in customer service and team leadership, you will be responsible for overseeing the daily operations of our contact centre. Your primary objective will be to ensure that all customer inquiries are handled efficiently and effectively, while also motivating and guiding your team to achieve their best performance.

Key Responsibilities:
  1. Staffing and Leave Management
  2. Performance Management
  3. Service Outcome and KPI Oversight
  4. Call Management
  5. Escalation Management
  6. Frontline Support
  7. Shift Coordination
  8. Policy Knowledge
  9. Auditing and Compliance
  10. Stakeholder Coordination
  11. Issue Escalation
  12. Collateral Management
  13. CRM Case Management
  14. Testing and Quality Assurance
  15. Insights Review
Requirements:
  • At least a diploma or has completed and passed the GCE 'A' level with two (2) AO and two (A) passes with at least two years of supervisory experience in a customer service/contact centre environment
  • Proficiency in MS Word, MS Excel, and MS PowerPoint
  • Have good verbal and written presentation skills
  • Self-motivated and ability to work independently
  • Computer literate with good supervisory, communication, interpersonal and management skills
  • Comfortable communicating in Mandarin as you will need to front escalation/cases predominantly from members of the public
  • Able to work rotating shifts (including Sat, Sun and Public Holidays) in accordance with Hotline Operating Hours
Benefits:

We believe in fostering an inclusive workplace culture where every employee feels valued and empowered. We actively encourage individuals from all walks of life to apply for positions with us, regardless of age, race, gender, sexual orientation, religion, nationality, disability, or any other characteristic. Our company is dedicated to providing equal opportunities and creating an environment where everyone feels they truly belong.

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