Call Centre Team Lead; Shift

Call Centre Team Lead (Shift Work) @ Tampines

Location:

Greenwich Drive (company shuttle bus available to and from Serangoon, Woodlands, and Tampines MRT)

Duration: 1 Year contract

Working hours:

8.30am-6pm / 2.30pm-11.30pm (Must be comfortable to work weekends and public holidays) – depending on roster

• 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.
• 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.
• 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.

• Minimum Diploma in any business field.
• At least 2 years of supervisory experience.
• Experience in call centre.

We regret to inform that only shortlisted candidates will be notified.

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