Call Centre Team Lead

Responsibilities

• Reports to the contact centre manager
• Supervise agents and take care of scheduling of roster
• Monitor queue and track inbound calls
• Responsible for weekly reports
• Documentation of operational procedures
• Coach & motivate staff
• Maintain Appointment Roster
• Handle and resolve issues raised b6y customers and record details of actions taken.
• Handle escalated requested from CSOs and escalate unresolved issues to management
• Conduct regular knowledge sharing meetings to share important lessons learnt and information

Period:

• contract

Working Hours:

• Mon – Fri office hours

Location:

• Commonwealth

Salary:

• Up to $3000

Requirements

• Diploma, GCE ‘O’ or ‘A’ levels
• At least 3 years working experience in a contact /call centre environment
• Possess excellent customer service, communication, leadership and interpersonal skills
• Strong command of English and Mandarin/ Malay/Tamil (in order to liaise with Mandarin/Malay/Tamil speaking associates)
• Have a pleasant voice with good listening skills – to liaise with multilingual associates
• Proficient in MS office applications, especially excel
• Able to communicate clearly and effectively in a consistent and even tone of voice
• Able to work in a fast paced environment and able to work shifts/weekends
• High standards of customer service, honesty and integrity
• Ability to work independently and as part of a diverse team

Interested applicants, kindly email your detailed resume (MS Word format is preferred):

joanna@successhrc.com.sg (Reg No: R1107386)

Please ensure that applications sent through email are no bigger than 1Mb.

We thank all applicants for your interest but regret to inform that only shortlisted candidates would be notified.

Success Human Resource Centre Pte Ltd (EA License Number: 97C4832)

1 Sophia Road, Peace Centre,

#06-23/29 Singapore 228149

T: 6337 3183 | F: 6337 0329 | W: www.successhrc.com.sg