Team Lead, Contact Centre
at Prowess Talent Management
- Full Time
- 2 weeks ago
- 5,000 - 6,000 USD Monthly
- 1 (vacancy)
Job Role Insights
-
Date Posted:
Posted 2 weeks ago -
Hiring location
Singapore -
Offered Salary
5,000 - 6,000 USD / Monthly -
Min. Qualification
Diploma -
Experience
3 Years Min -
Job Type
Full Time -
Job Role
Team Leader / Supervisor
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
- – Diploma in any discipline
- – At least two years of supervisory experience in a customer service/contact centre environment
- – Computer literate with good supervisory, communication, interpersonal and management skills
- – Comfortable communicating in other languages may be required as the incumbent will need to front escalation/cases predominantly from members of the public
- – Proficient in MS Word, MS Excel, and MS PowerPoint
- – Good verbal and written presentation skills
- – Self-motivated and ability to work independently
