(UP $4.5K) Call Centre Team Lead (1 Year contract | Tampines)

• 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.

1. Operations & Workflow Management

• 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.

1. Quality Assurance

• 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.

• 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.https://sg.persolgo.com/job/apply/15544

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• RCB No. 200007268E
• EA License No.

• EA Registration No.

R23117223 (Poh Siew Ling)