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1 year call centre Team Lead (Greenwich) #EAT - RECRUIT EXPRESS PTE LTD

1 year call centre Team Lead (Greenwich) #EAT - RECRUIT EXPRESS PTE LTD

RECRUIT EXPRESS PTE LTDD09 Cairnhill, Orchard, River Valley, SG
20 hours ago
Job description

Roles & Responsibilities

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

Requirements :

  • At least three (3) years of relevant experience in handling contact centre cases in a call centre or service industry environment.
  • Proven experience in managing teams, including monitoring performance, coaching, and providing feedback to improve service standards.
  • Familiarity with government services and procedures is highly advantageous.
  • Excellent problem-solving and decision-making skills, with the ability to handle escalated customer enquiries and complaints effectively.
  • Strong leadership and interpersonal skills, with the ability to motivate and manage a team to achieve service excellence.
  • Posses excellent communication skills, both written and verbal.

    • For interested candidates, please send your updated resume :

    Email : angelateh@recruitexpress.com.sg

    Telegram : @Angie_TL

    Whatsapp : +65 96272860

    Angela Teh Ling Wei

    (CEI No.R1104464)

    Recruit Express Pte Ltd

    EA License No. 99C4599

    Tell employers what skills you have

    CRM

    Coaching

    Excellent Communication Skills

    Mentoring

    Leadership

    Hardware

    Interpersonal Skills

    Investigation

    Auditing

    Service Level

    Case Management

    Service Excellence

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    Team Lead • D09 Cairnhill, Orchard, River Valley, SG