Contact Centre Team Leader

5 days ago

Singapore beBeeTeamLeader Full time

Job Overview

We are seeking a skilled and experienced team leader to oversee our contact centre services team.

  • Conduct regular audits of team calls to ensure adherence to guidelines and service level agreements (SLA).
  • Coordinate with business units and stakeholders to resolve cases, requests, or enquiries.
  • Evaluate issues, needs, and insights and escalate them to management when necessary.
  • Maintain accurate records of collateral printing and mailing, as well as daily SMS sending in accordance with standard operating procedures (SOP).
  • Monitor case management through the CRM system, review call recordings, conduct investigations, and provide coaching when required.
  • Test systems, hardware, hotlines, and recording equipment on a regular basis.
  • Deliver monthly performance coaching and mentoring to team members.
  • Manage staff scheduling and leave arrangements.
  • Ensure that service outcomes and key performance indicators (KPIs) are met.
  • Communicate shift updates and draw insights from past calls to inform future service delivery.

Requirements

The ideal candidate will have:

  • A minimum of three years' experience in handling contact centre cases in a call centre or service industry environment.
  • Proven experience in managing teams, including monitoring performance, coaching, and providing feedback to improve service standards.
  • Familiarity with government services and procedures is highly beneficial.
  • Excellent problem-solving and decision-making skills, with the ability to handle escalated customer enquiries and complaints effectively.
  • Strong leadership and interpersonal skills, with the ability to motivate and manage a team to achieve exceptional service levels.
  • Exceptional written and verbal communication skills are necessary.

We value diversity and promote an inclusive culture where every team member feels valued and empowered.

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