Call Center Team Leader

19 hours ago

NorthEast Region, Singapore AlwaysHired Pte. Ltd. Full time $20,000 - $40,000 per year

Call Center Team Leader | Public Service Hotline

Salary up to $4,000 | 2-Year Contract with Completion Bonus


Highlights

  • Lead and coach a frontline call center team
  • 5-day work week (includes weekends, PH)
  • Transport provided from Serangoon MRT

About the Role

We're looking for an experienced Call Center Team Leader to oversee a team handling public service hotline queries relating to environmental issues (noise, dust, mosquito breeding, etc.). You'll play a key role in ensuring smooth daily operations, service quality, and team performance.


Responsibilities

  • Oversee staffing, scheduling, and leave management.
  • Conduct monthly coaching and mentoring to enhance performance.
  • Ensure KPIs and service outcomes are met consistently.
  • Monitor call systems, retrieve/investigate call recordings.
  • Handle first/second-level escalations via email and hotline.
  • Act as frontline escalation point (Control Tower / QSM Hotline).
  • Manage service levels, meal breaks, and rotating shift rosters.
  • Apply strong knowledge of NEA policies in service delivery.
  • Conduct monthly audits on team calls (per SLAs).
  • Collaborate with business units/stakeholders on case resolution.
  • Escalate issues and insights to management as required.
  • Oversee CRM case management and provide coaching.
  • Test systems, hotlines, and recording functionalities for quality.
  • Review past calls for insights to improve processes.

Requirements

  • Minimum Diploma holder.
  • Proficient in MS Word, Excel, PowerPoint.
  • Strong verbal and written communication skills.
  • Self-motivated with ability to work independently.
  • Good supervisory, interpersonal, and management skills.

Additional Information

  • Contract: 2 years (with 2-month completion bonus)
  • Work Hours: 8:00am – 5:30pm, 5-day week (including weekends & PH)
  • Location: Greenwich Drive (Bus 78 from Tampines Interchange)
  • Transport: Company transport provided at Serangoon MRT

We regret to inform that only shortlisted candidates will be notified. Please note that your response to this advertisement will constitute informed consent to the collection, use, and/or disclosure of personal data by AlwaysHired, its affiliates and, where necessary, to relevant third parties, for purposes such as job application processing, career advisory, research, and other administrative purposes, in compliance with the relevant provisions of the Privacy Policy available at

Larry Loh Yi Song | Registration Number: R | AlwaysHired Pte Ltd

EA Licence No: 24C2293

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