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Contact Centre Team Leader

2 months ago

Singapore AGAPE CP HOLDINGS PTE. LTD. Full time
Job Title: Contact Centre Team Leader

We are seeking a highly skilled and experienced Contact Centre Team Leader to join our team at AGAPE CP HOLDINGS PTE. LTD.

Key Responsibilities:
  • Manage the performance and service quality of the Contact Centre Operations (CSO).
  • Ensure that all CSO under the Team Leader's supervision are well-trained and equipped to provide accurate and timely responses.
  • Oversee the day-to-day case management and liaison with relevant stakeholders for further investigation and follow-up.
  • Perform quality audit checks on CSO handling the programme, including account access, soft skills, knowledge management, and resolving customer queries in accordance with provided resources.
  • Train CSO based on provided resources, prepare competency quizzes, tests, and check-ins to ensure CSO have accurate information.
  • Take ownership of team results, understand developmental needs, and provide support to the team.
  • Work with stakeholders to ensure accurate information cascading.
  • Monitor arrival patterns 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 CSO in their proficiency and knowledge of the programme.
  • Provide assistance to CSO for complex cases and communicate with stakeholders as necessary.
  • Provide feedback and recommendations on service delivery to the client.
Requirements:
  • Ability to train 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.