Call Centre Team Lead #ESY

Job Scope:

. 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

Interested candidates, please email your resume to [Confidential Information]

Anna See Sing Yee

CEI Reg R25157535

Recruit Express Pte Ltd

EA License No: 99C4599

We regret that only shortlisted candidates will be contacte