Team Lead, Call Centre (1 year contract) #JTL

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

Requirements :

Interested candidates please send in your resume to :

Topaz Liang Huimin (CEI No. R1104500), email to : topaz@recruitexpress.com.sg

EA License No : 99C4599

Tell employers what skills you have

CRM

Coaching

Mentoring

Management of Call Centre

call centre

Hardware

Investigation

Auditing

Service Level

Call Centre Management

Case Management

Managed the call centre