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Call Centre Team Leader
LHN PARKING PTE. LTD.Singapore30+ days ago
Job descriptionMonitor call quality and provide feedback to agents for continuous improvement. Handle escalated customer inquiries and resolve complex issues efficiently. Ensure all agents are following company customer service guidelines. Monitor call volume and manage call queues to ensure optimal service levels. Assist in developing and implementing new processes and procedures to improve efficiency. Ensure compliance with company policies and industry regulations. Communicate effectively with team members, supervisors, and other departments. Provide clear and timely updates on performance expectations, company news, and policy changes. Collaborate with other teams to ensure seamless operations and achieve business goals. Handle any other duties that are assigned by management. Strong customer service skills and a passion for delivering exceptional service. Excellent leadership and organisational skills. Able to motivate and mentor a team of Customer Relations Officers. Strong communication, problem-solving, and decision-making skills. Ability to prioritise tasks and work under pressure. Flexibility to work varying shifts, including weekends and holidays.
Lead and empower a team of call centre agents to deliver outstanding customer service and consistently meet performance goals. This role requires strong leadership, excellent communication, and problem-solving abilities, along with a commitment to customer satisfaction.
Key Responsibilities :
Team Leadership & Development :
- Supervise, motivate, and mentor call center agents to maximize performance.
- Develop and conduct training programs to enhance agent skills and product knowledge.
- Proactively address team issues, resolve conflicts, and foster a positive work environment.
- Manage team schedules and ensure adequate shift coverage.
- Shift duty.
Customer Service Excellence :
Operational Efficiency :
Communication & Collaboration :
Ad-Hoc Duties :
Qualifications and Skills :
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Team Leader • Singapore
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