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Strategic Team Leader

1 week ago

Singapore Agape Connecting People Pte Ltd Full time
Job Description

We are seeking an experienced Operations Manager to lead our Contact Centre team.

The ideal candidate will have a proven track record in people management, customer relationship management, and project management.

You will be responsible for day-to-day operations, training, and management of teams to achieve targeted Service Levels.

You will conduct regular transaction monitoring and liaise with the Quality team to review calls for the purposes of quality assurance, coaching, and training.

You will ensure that follow-up actions are in place to address any gaps in staff competency and weaknesses.

You will be in charge of delegating workflow to Team Leaders and ensuring operational needs are forecasted and addressed adequately.

You will generate daily, weekly, and monthly Operational Health reports to the Head of Operations.

You will be responsible for planning, forecasting, implementing, and monitoring assigned campaigns.

You will ensure all standards and procedures are followed and maintained.

You will liaise with clients whenever necessary to align campaign-related issues.

You will collate and send monthly campaign performance reports to clients and Agape management.

You will collate and present relevant weekly operational health data to the Head of Operations and provide suggestions to address operational gaps as well as forecasted load.

You will be responsible for approving annual leaves of respective CSOs and Team Leaders.

You will prepare and conduct daily huddles to cascade timely information to all CSOs.

You will attend ad-hoc Train the Trainer sessions whenever new campaigns are onboarded and must be able to transfer relevant information to CSOs via product training sessions.

Other ad hoc duties as assigned.