12 Months Contract (open for renewal / conversion)
Job Overview
Our client is seeking a proactive and experienced Team Leader to oversee a team of Customer Service Officers (CSOs) within the Contact Center. This role is responsible for supervising daily operations, ensuring service level targets are met, and supporting team development and performance.
The Team Leader will also handle administrative responsibilities, reporting duties, and support operational improvements while working closely with the Contact Center Manager (CCM).
Key Responsibilities
1. Team Management & Operations
- Supervise daily operations of the contact center team and ensure service levels and KPIs are consistently achieved.
- Monitor CSOs’ performance and provide regular coaching, guidance, and performance feedback.
- Manage customer complaints and handle escalations at the team level.
- Foster a positive and collaborative team environment to drive service excellence.
- Track and manage team performance reports and operational metrics.
- Analyze trends and identify opportunities for service or process improvements.
- Provide regular updates and insights to management on operational performance.
- Support administrative tasks, internal coordination, and external communications when required.
- Assist with compliance activities, audits, and operational documentation.
- Support ad-hoc projects, initiatives, and operational tasks assigned by the Contact Center Manager.
- Minimum 2 years of experience as a Team Leader in a contact center environment.
- Diploma qualification in any discipline.
- Strong leadership, communication, and interpersonal skills.
- Proficient in Microsoft Office applications.
- Able to work on weekends or public holidays when required.
How to Apply: Interested applicants, please click on the “Apply Now” to submit your updated resume.
Please note: Due to the anticipated high volume of applications, only shortlisted candidates will be contacted. All information provided will be treated with strict confidentiality and used solely for recruitment purposes.
Cheah Wei Ee
Team Lead - Contracting
EA Personnel No: R23114782
Peoplebank Singapore Pte Ltd | EA Licence No: 08C5248