Call Center Team Lead

1 week ago

Bukit Merah, Singapore Hospilite - Singapore Full time

The Call Center Team Lead in AR Management is responsible for overseeing a team of agents, ensuring efficient collection processes, high-quality customer interactions, and achievement of departmental targets. The Team Lead will lead by example through hands-on calling, especially on high-value accounts, and provide guidance, training, and motivation to team members to optimize team performance and collections. The role requires active involvement in daily operations while maintaining compliance with company policies and industry standards.

**Responsibilities**:

- Supervise and coordinate the daily activities of a team of call agents, ensuring effective and timely collections.
- Engage directly in calling, particularly on high-value accounts, to facilitate collections and resolve discrepancies.
- Monitor team performance through KPIs such as recovery rates, aging reports, and customer satisfaction scores.
- Provide coaching, mentorship, and training to improve collection techniques, customer interactions, and overall performance.
- Oversee the management of high-value accounts, ensuring personalized follow-up and escalation when necessary.
- Escalate complex issues, disputes, or escalations to the appropriate departments and ensure swift resolution.
- Analyze collection data and trends; prepare reports for management to identify opportunities for process improvements.
- Ensure compliance with company policies, relevant regulations, and data security standards.
- Foster a positive and motivated team environment to promote engagement and high performance.
- Effectively communicate company goals, updates, and performance expectations to the team.
- Assist in recruitment, onboarding, and ongoing training of team members.

**Requirements**:

- Proven experience in customer service or call center environments preferred.
- Excellent communication skills and a courteous phone manner.
- Strong attention to detail and organizational skills.

**Job Types**: Full-time, Permanent

Pay: From $3,000.00 per month

Schedule:

- Monday to Friday

Supplemental Pay:

- Commission pay
- Performance bonus
- Yearly bonus

**Experience**:

- Call center: 3 years (preferred)

Work Location: In person

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