5 Months Team Lead, Contact Center #EEF

Roles & Responsibilities

• Conduct monthly auditing on team’s calls in accordance to guidelines and SLA
• Coordinate with BU / stakeholders to handle and resolve cases, requests or enquiries
• Escalate the issues, needs and insights to Management when necessary
• Ensure prompt printing and mailing of collaterals / sending daily SMS in accordance to SOP
• Conduct case management monitoring in CRM system, call recording retrieval, investigation and coaching when necessary
• Conduct systems, hardware, hotlines and recording testing
• Conduct monthly staff performance coaching and mentoring
• Manage staffing and leave matters
• Ensure service outcome and KPIs are met
• Provide shifts updates on service level, draw insights by periodically reviewing past calls

Elsa Fontanne (CEI No. R24124496)

Recruitment Consultant

Email Address : elsa@recruitexpress.com.sg

WhatsApp : 82653532

Telegram : @Elsa_Fontanne

Recruit Express Pte Ltd / EA Licence No : 99C4599

We regret only shortlisted candidates will be contacted

Tell employers what skills you have

CRM

Coaching

Mentoring

Leadership

Microsoft Office

Microsoft Excel

Hardware

Contact Center - Express

Interpersonal Skills

Investigation

Administration

Auditing

Service Level

Contact Center Consulting

Communication Skills

Case Management