UP Call Centre Team Lead

Job Details

• Duration: 1 Year + completion bonus

• Working hrs: 830-6pm/ 2pm-11.30pm (Must be comfortable to work weekends and public holidays) - Depending on roster

• Working location: there will be company shuttle bus available to and from Serangoon/Woodlands/Tampines MRT (Mon – Fri office hrs)

Job Scope:

• Supervise, guide, and motivate a team of call centre agents.

• Conduct daily/weekly team huddles to communicate updates and performance expectations.

• Monitor agents’ productivity, call handling time, adherence, and service quality.

• Perform regular coaching sessions and provide constructive feedback.

• Handle performance appraisals, KPIs, and disciplinary matters when required.

• Ensure smooth daily operations and adequate staffing coverage.

• Manage scheduling, roster planning, and leave requests.

• Oversee queue management and redistribute workload during high-volume periods.

• Ensure agents comply with SOPs, scripts, and regulatory requirements.

• Review call recordings and evaluate agent performance based on quality standards.

• Identify gaps and recommend training or process improvements.

• Ensure consistent, high-quality service delivery across the team.

• Handle escalated calls or complex customer issues.

• Liaise with cross-functional departments to resolve customer problems promptly.

• Ensure timely follow‑up and closure of pending cases.

• Prepare daily, weekly, and monthly reports on team performance, call metrics, and service levels.

• Identify trends, challenges, and opportunities for improvement.

• Present operational updates to management.

• Assist in onboarding new agents and conducting training sessions.

• Maintain updated knowledge of products, services, systems, and policies.

• Partner with HR or training teams to support continuous learning.

• Recommend operational enhancements to improve efficiency.

• Participate in projects involving system upgrades, workflow redesign, or new processes.

• Contribute ideas to enhance customer experience.

• Ensure team adheres to company policies, data protection regulations, and compliance standards.

• Report operational risks or breaches immediately.

Requirements

• Min. Diploma

• At least 2 years of supervisory experience

• Experience in call centre

Interested candidate please click "APPLY" to begin your job search journey and submit your CV directly through the official PERSOL job application platform - GO Mobile.

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