Customer Service Team Leader [ Call Centre | Novena/ Chai Chee]

What is your mission?

As a Team Leader, you will lead and coach a team of customer service professionals to consistently deliver excellent service standards and achieve operational KPIs.

You will be responsible for:

• Lead, coach, and develop team members to achieve daily performance and service excellence targets
• Monitor day-to-day team performance, productivity, and service quality standards
• Conduct transaction monitoring, call reviews, and performance coaching sessions
• Manage team workload, case queues, and backlogs, ensuring timely resolution
• Identify process gaps and drive continuous improvement initiatives to enhance efficiency
• Handle escalated customer issues, complaints, and service recovery actions professionally
• Foster strong team morale, discipline, and collaboration to build a positive work culture
• Ensure the team is regularly updated on new processes, products, and policy changes
• Prepare and present daily, weekly, and monthly performance reports and operational statistics
• Partner closely with internal stakeholders and clients to maintain service standards and SLA performance
• Support any ad hoc duties assigned by management to support business needs

Who are we looking for?

We are looking for a strong people leader who thrives in a fast-paced service environment.

You should have:

• GCE A Level or Diploma in any discipline
• Minimum 3 years of relevant experience in a contact centre, customer service, or service operations environment
• Prior experience in team management, coaching, and performance monitoring
• Strong experience handling escalations, customer complaints, and service recovery
• Proven ability to drive team KPIs, quality standards, and operational targets
• Strong leadership, interpersonal, and stakeholder management skills
• Excellent verbal and written communication skills in English and the supported market language
• Experience supporting government services or public sector projects will be a strong advantage
• Strong analytical, problem-solving, and decision-making skills

Additional Information

• Only shortlisted candidates will be notified