Team Lead Contact Center

2 days ago

Central Region, Singapore Peoplebank Singapore Pte Ltd Full time $36,000 - $54,000 per year

Job Title: Team Leader – Contact Center

Location: Suntec, Singapore

Employment Type: Full-time- Conntract role

Salary Range: Up to SGD 4,500 per month

Eligibility: Open to Singaporeans

Job Overview We are looking for a Team Leader to supervise and guide a team of Customer Service Officers (CSOs) within our Contact Center. The successful candidate will be responsible for overseeing daily operations, ensuring service levels are met, and supporting the professional growth of the team. This role also involves handling administrative responsibilities and assisting with ad hoc tasks assigned by the Contact Center Manager (CCM).

Key Responsibilities 

1. Team Management & Operations

  • Supervise daily operations and monitor team performance to ensure KPIs and service levels are achieved.
  • Provide coaching, feedback, and regular performance reviews to CSOs.
  • Manage customer complaints and resolve escalations at the team level.

2. Reporting & Performance Monitoring

  • Track and manage reports on team performance.
  • Identify operational trends and recommend process improvements.

3. Administrative & Ad Hoc Support

  • Assist in administrative duties, including internal and external communications.
  • Support audits, compliance-related tasks, and other ad hoc projects assigned by the CCM.

Requirements

  • Diploma in any discipline (minimum qualification).
  • Minimum 2 years' experience as a Team Leader in a contact center environment.
  • Strong leadership, coaching, and communication skills.
  • Proficient in Microsoft Office applications.
  • Willing to work on weekends or public holidays when required.

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