Financial Banking Contact Centre (Team lead)

Job Title: Team Lead - Customer Service (Contact Center)

Salary: UP TO $4,500.00

Working Hours 40 hours per week

Location: Singapore, Raffles City Tower

Contract: 1 year

Job Overview

We are seeking a motivated and experienced Team Lead to oversee a team of Customer Service Officers (CSOs) in our Contact Center. The Team Lead will be responsible for ensuring smooth daily operations, driving team performance, and maintaining service excellence. In addition to managing frontline performance, this role will also support administrative responsibilities and ad hoc projects as directed by the Contact Center Manager (CCM).

Key Responsibilities

1. Team Management & Operations

• Supervise daily operations and monitor CSOs performance to meet service levels and KPIs.
• Provide coaching, feedback, and regular performance reviews to support staff development.
• Handle customer complaints and resolve team-level escalations effectively.

2. Reporting & Performance Monitoring

• Track and analyze team performance reports.
• Identify performance trends and recommend process improvements.

3. Administrative & Ad Hoc Tasks

• Assist with administrative duties and support internal and external communications.
• Support audits, compliance-related tasks, and other ad hoc assignments from the CCM.

Requirements

• Minimum 2 years experience as a Team Leader in a contact center environment.
• Diploma qualification in any discipline.
• Strong leadership, coaching, and communication skills.
• Proficient in Microsoft Office applications.
• Willingness to work on weekends and public holidays when required.

Application Process: If you possess the required skills and are ready to take on a dynamic role, we encourage you to apply. Share your resume at !

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