Group Leader

2 weeks ago

Geylang, Singapore Tele-centre Services Pte Ltd Full time

Assist/Support Team Leaders in managing the team
- Supports, coaches and manage a team of Contact Centre Agents.
- Works with the shift supervisor and coordinates shift roster for the team members to ensure that agreed shifts would be covered.
- Conducts regular team meetings and buzz session to ensure that two-way communication is maintained between team members and management.
- Attends to high-level customer complaints received by team members and spends an agreed proportion of time answering queue calls.
- Conduct call monitoring either by listening in to the radio recorded calls or live calls and subsequently undertakes coaching sessions with team members.
- Disseminates information received from client contact point to the team members as soon as possible and ensures that the team members are fully briefed on the information received.
- Support the Contact Center in achieving its overall service levels (average speed of answer, abandoned calls, % calls answered within service level).
- Identifies area for service improvements and makes recommendation to the management team.

Pay: $2,300.00 - $2,600.00 per month

**Benefits**:

- Health insurance

Schedule:

- Monday to Friday
- Weekend availability

Work Location: In person

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