Team Lead - Call Centre (Project Management)
- 12 months contract
The Client
- MNC IT Consulting
The Opportunity
- As a Program/Project Management Lead, you will be responsible for leading business and technology outcomes for the assigned program, project, or contracted service.
- You will leverage standard tools, methodologies, and processes to deliver, monitor, and control service level agreements.
- You are expected to perform independently and become a Subject Matter Expert (SME).
- You will be required to actively participate and contribute in team discussions, as well as provide solutions to work-related problems.
- Develop and implement project plans to ensure successful delivery of program outcomes.
- Monitor and control project progress, identifying and addressing any issues or risks.
- Collaborate with stakeholders to define project scope, objectives, and deliverables.
- Lead and motivate project teams to achieve project goals and meet deadlines.
- Continuously improve project management processes and methodologies to enhance efficiency and effectiveness.
- Coach and guide customer service officers (CSOs) to answer customers' queries and provide first call resolution
- Conduct business reviews and provide suggestions on processes
- Manpower management and shift adherence of CSOs
- Monitor and coach on agent productivity to achieve SLA adherence
- Conduct performance review with CSOs - identifying areas of training and improvement
- Team engagement and retention strategy and implementation.
- Handle ad hoc duties as required
Your Background
- Minimum 5 year of experience working in a contact center industry
- Team Lead experience of 1 year or above preferred
- Active listener and possesses problem-solving skills
- Demonstrates good customer service and communication skills and comfortable to work in a fast-paced environment
- Comfortable to work rotating shift hours including weekends and public holidays
- Advanced proficiency in Program Project Management
Chevelle Tan | EA Reg no: R1762272
Peoplebank Singapore Pte Ltd | EA Licence Number: 08C5248
