
Team Lead
5 days ago
This is a 12 months contract assigned to our client
Work Location: Suntec Tower 2
Salary Range : $3,500-$4,000
Working Hours:
1. 44 hours per week
2. 5.5 days per week
3. Monday-Sunday (including Public Holiday)
4. 24 hrs rotating shift
**Job Description**:
1. Coach and guide customer service officers (CSOs) to answer customers’ queries and provide first call
resolution
2. Conduct business reviews and provide suggestions on processes
3. Manpower management and shift adherence of CSOs
4. Monitor and coach on agent productivity to achieve SLA adherence
5. Conduct performance review with CSOs - identifying areas of training and improvement
6. Team engagement and retention strategy and implementation
7. Handle ad hoc duties as required
Additional Job Details:
1. A full fledged Team Manager / Team Lead in Government/Government aided contact centre for a
minimum of 5 years
3. Potentially should have taken calls and should have performed CSO and Senior CSO roles.. Just floor
management is not enough.
4. We are looking for independent team managers who can perform shift rostering, SLA / Metric adherence,
team performance management, floor management, escalation management, independent supervisory,
team player, SOP/Protocol management & adherence, PIP/Retraining management, a good coach and a
trainer& QA (to a minimum degree).
5. Expectation: Comfortable with night shift as well; will be working on 44 hours per week, able to work
rotating shift hours including weekends and public holidays
6. Soft qualities:
a) Active listener and possesses problem-solving skills
b) Fast learner and good team player
c) Demonstrates good customer service and communication skills and comfortable to work in a
fast-paced environment
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