Team Lead, Contact Center (2-Years Contract) #EEF

RECRUIT EXPRESS PTE LTD

Orchard Road, Singapore

1-4 Years

SGD 4,000 - 4,200 per month

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Posted 13 days ago
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Job Description

Staffing and Leave Management: Oversee staffing needs and manage leave requests effectively.
Performance Management: Conduct monthly coaching and mentoring sessions to enhance staff performance.
Service Outcome and KPI Oversight: Ensure that service outcomes and key performance indicators (KPIs) are consistently met.
Call Management: Monitor the call management system, including retrieval and investigation of call recordings.
Escalation Management: Handle first and second level escalation cases through designated email channels and the Clear Call Team Inbox.
Frontline Support: Act as a point of contact for escalations and provide support through the Control Tower and the Quality Service Manager Hotline.
Shift Coordination: Provide regular updates on service levels and open cases, while managing meal break arrangements and ensuring staff are placed on rotating shifts, including weekends and public holidays.
Policy Knowledge: Utilize strong knowledge of NEA policies and processes to enhance service delivery.
Auditing and Compliance: Conduct monthly audits of team calls in line with established guidelines and service level agreements (SLAs).
Stakeholder Coordination: Collaborate with business units and stakeholders to address and resolve cases, requests, or inquiries.
Issue Escalation: Proactively escalate issues, needs, and insights to management as necessary.
Collateral Management: Ensure timely printing and mailing of materials and sending of daily SMS in accordance with standard operating procedures (SOP).
CRM Case Management: Monitor case management within the CRM system, retrieve call recordings, and provide coaching as needed.
Testing and Quality Assurance: Conduct testing of systems, hardware, hotlines, and recording functionalities to ensure optimal performance.
Insights Review: Periodically review past calls to draw insights and improve service delivery.