Leading Contact Centre Teams

1 week ago

Singapore beBeeLeader Full time $40,000 - $60,000
Leadership Role Overview

This is a leadership role that requires managing the day-to-day activities of a contact centre to ensure performance indicators are met.

The Team Lead will develop, review and distribute reports on team performance and make recommendations to maintain service levels for customers.

Main Responsibilities:
  • Establish work processes that align with company standards and procedures.
  • Provide accurate and timely feedback to team members on their performance, offer coaching and guidance to help them meet KPIs and adhere to organizational guidelines.
  • Collaborate with the Customer Experience and Training teams to identify issues, drive metrics and balance tasks based on seasonality and customer needs.
  • Enhance team performance through regular team briefings, coaching sessions and creating a connected team environment.
  • Support the team in the absence of the Team Leader.

This role requires a strong leader who can motivate and inspire others to meet goals and possess project management skills, strong communication and interpersonal skills, decision making and analytical skills, as well as excellent verbal and written communication skills in English.

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