Team Lead, Contact Center (2-Years Contract) #EEF - D09 Cairnhill, Orchard, River Valley, SG

Roles & Responsibilities

• Staffing and Leave Management : Oversee staffing needs and manage leave requests effectively.
• Performance Management : Conduct monthly coaching and mentoring sessions to enhance staff performance.
• Service Outcome and KPI Oversight : Ensure that service outcomes and key performance indicators (KPIs) are consistently met.
• Call Management : Monitor the call management system, including retrieval and investigation of call recordings.
• Escalation Management : Handle first and second level escalation cases through designated email channels and the Clear Call Team Inbox.
• Frontline Support : Act as a point of contact for escalations and provide support through the Control Tower and the Quality Service Manager Hotline.
• Shift Coordination : Provide regular updates on service levels and open cases, while managing meal break arrangements and ensuring staff are placed on rotating shifts, including weekends and public holidays.
• Policy Knowledge : Utilize strong knowledge of NEA policies and processes to enhance service delivery.
• Auditing and Compliance : Conduct monthly audits of team calls in line with established guidelines and service level agreements (SLAs).
• Stakeholder Coordination : Collaborate with business units and stakeholders to address and resolve cases, requests, or inquiries.
• Issue Escalation : Proactively escalate issues, needs, and insights to management as necessary.
• Collateral Management : Ensure timely printing and mailing of materials and sending of daily SMS in accordance with standard operating procedures (SOP).
• CRM Case Management : Monitor case management within the CRM system, retrieve call recordings, and provide coaching as needed.
• Testing and Quality Assurance : Conduct testing of systems, hardware, hotlines, and recording functionalities to ensure optimal performance.
• Insights Review : Periodically review past calls to draw insights and improve service delivery.

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

Hardware

Quality Assurance

Escalation Management

Investigation

Auditing

Service Level

Compliance

Audits

Case Management

Performance Management

Service Delivery