Contact Centre Team Leader

5 days ago

Singapore AGAPE CP HOLDINGS PTE. LTD. Full time

Manage the performance and service quality of the CSO.
- Ensure that all CSO under TL’s supervision is well trained and ensure that CSO are providing accurate and timely responses.
- Responsible for the overall day to day case management and liaison with relevant stakeholders for further investigation and follow-up.
- Performs quality audit checks on the CSO handling the programme. Audit checks should include account access, soft skills, knowledge management and resolving MoP’s queries in accordance with the provided resources.
- Train CSO based on the provided resources. Prepare competency quiz, test, and check-ins to ensure that CSO are provided with accurate information.
- Take ownership of team results, understand developmental needs, and provide support to the team.
- Work with respective stakeholders to ensure that all information is being cascaded accurately.
- Monitor the arrival pattern and highlight to the client in the event of any increase in queries.
- Conduct regular audits to ensure the quality of CSO appointed for the programme.
- Support and guide the CSO in their proficiency and knowledge of the programme.
- Provide assistance to CSO for complex cases and to communicate with the Ptcp/MoP whenever necessary.
- Provide feedback and recommendations on service delivery to the client.

**Requirements:
- Ability to train the CSO on systems and programme-related information
- Self-driven with excellent interpersonal and communication skills
- Good communication skills in English
- Proficiency in other languages/dialects may be required depending on programme requirements
- Ability to take the initiative, work independently, and accomplish tasks with mínimal supervision
- Ability to work beyond operational hours, if and when required
- Ability to handle difficult interactions in a professional manner
- Possess Diploma qualification or above
- At least 2 years of relevant supervisory experience in contact centre, customer support and customer service function
- 5.5 day work week

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