Contact Centre Team Lead

1 week ago

Singapore beBeeCustomerService Full time $80,000 - $120,000

As a key strategic leader, you will oversee a team of contact centre professionals to ensure exceptional customer service delivery.

Key responsibilities include:

  • Develop and implement effective strategies for representative recruitment, training, and coaching to achieve high customer satisfaction
  • Utilize data-driven insights to plan manpower resources that meet call volume demands and optimize capacity utilization
  • Create and manage schedules and rosters that align with call arrival patterns and minimize shrinkage
  • Provide expert guidance, support representatives in resolving complex calls, and address issues beyond their capabilities
  • Drive teams to consistently deliver desired service levels and implement corrective actions when necessary

The ideal candidate will possess:

  • A minimum of 1-2 years of experience in a similar leadership role
  • In-depth knowledge of management principles, company products, services, and policies
  • Strong coaching and leadership skills, with the ability to motivate employees and foster a positive work environment
  • Ability to multitask and thrive in a fast-paced environment
  • Proficiency in speaking both English and Mandarin (for liaison with Mandarin-speaking customers)

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