Call Centre Team Lead (Contract/ Perm) JTL

. Support the execution of daily channel operations, ensuring smooth handling of inquiries, escalations, and issue resolutions.

. Act as the first point of contact for channel-related issues, ensuring timely resolution and escalation when necessary. Develop responses for clearance with ServiceSG's Service Transformation & Planning Team.

. Troubleshoot operational problems, document cleared responses, and maintain a knowledge base for future reference.

. Collaborate with the Quality Assurance Specialist to implement process improvements and support training initiatives.

. Provide feedback to the team lead regarding recurring challenges and opportunities for improving processes.

. Maintain accurate and up-to-date records of operations activities and provide administrative support to the team.

. Communicate and coordinate with internal and external stakeholders to address operational challenges.

. Assist in preparing reports and metrics for internal reviews and meetings.

Requirements

• Minimum Diploma or Degree in any discipline
• Preferably with 3 to 5 years of relevant experiences
• Preferably with some supervisory experiences

Interested candidates please send in your resume to:

Topaz Liang Huimin (CEI No. R1104500), email to: [Confidential Information]
EA License No:99C4599