Team Lead, Contact Centre (1-year contract) #HKC

Work hours: 830am to 6pm / 230pm to 1130pm ($9 shift allowance) - 2ndshift only 4-5 days per month

Location: Transport at Kovan, Serangoon, AMK, Woodlands, Tampines

Salary: $4,300

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:

. Min O Level/Diploma in hospitality / business / related field

. At least three (3) years of relevant experience in handling contact centre cases in a call centre or service industry environment.

. Proven experience in managing teams, including monitoring performance, coaching, and providing feedback to improve service standards.

. Familiarity with government services and procedures is highly advantageous.

. Excellent problem-solving and decision-making skills, with the ability to handle escalated customer enquiries and complaints effectively.

. Posses excellent communication skills, both written and verbal.

If interested, please send me your most updated resume to WA: 65 8544 2998 or email me at: [Confidential Information]

All candidates information will be treated with the strictest confidence

Katherine Carlen

CEI.No: R25157446

Recruit Express Pte Ltd

EA Licence No: 99C4599