Call Centre Team Lead (6 months)

Office: Novena

Contract duration: Yearly renewable

Working days/hours: 5 days work week, shift hours.

• Support Project Manager in attaining holistic objectives of the assigned surveys.
• Lead a team to achieve service levels for assigned surveys within timeline.
• Ensuring the team attains their daily Key Performance Indicators (KPIs).
• To be the subject matter expert for assigned surveys.
• Handle incoming hotline and mailbox enquiries to resolve respondents’ issues if needed.
• Ensure survey data are accurately keyed into the system via audits.
• Handle escalations/complaints cases via service recovery calls.
• Assist Quality Service Manager in escalations/complaints via incident reporting, findings, and future preventive measures.
• Conduct field visits with junior team members for survey collection.
• Conduct call audits to ensure compliance to call scripts, professionalism, and service excellence.
• Continuous improvement in standards and quality of the team via coaching efforts.
• Goals setting and conducting year-end appraisals.
• Any other ad-hoc duties as assigned.

Requirements

• Singaporean
• Minimum Diploma qualification in Business, Marketing, or related field.
• At least 2 years of leadership experience in a call centre.
• Strong communication and interpersonal skills.
• Ability to work independently and manage time effectively.
• Proficiency in MS Office (Excel, Word) and basic data entry tools.
• Availability to work on weekends as required by project schedules.
• High attention to detail and ability to maintain confidentiality.

To apply, simply click "APPLY" and submit your curriculum vitae (CV) through GO, the official PERSOL job application platform. We regret to inform only shortlisted candidates will be notified.

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