Contact Centre Team Lead ( 1 Year Contract)

apartmentRecruit Express placePasir Ris descriptionTemporary calendar_month16/4/26

Key Responsibilities

Team Leadership & Management

Supervise, coach, and motivate a team of call centre agents to achieve performance targets
Conduct regular team briefings, performance reviews, and 1-on-1 coaching sessions
Manage staff scheduling, attendance, and manpower planning

Operations & Service Delivery

Oversee daily call centre operations (inbound/outbound, emails, live chat if applicable)
Ensure adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
Handle escalated cases and provide resolution for complex customer issues
Monitor call quality and ensure consistency in service delivery

Quality Assurance & Compliance

Ensure compliance with government policies, data protection regulations, and SOPs
Conduct call audits and implement quality improvement initiatives
Maintain proper documentation and reporting standards

Stakeholder Management

Liaise with government agencies and internal stakeholders on operational matters
Provide regular reports on performance metrics, trends, and improvement plans
Support implementation of new policies, processes, or system enhancements

Training & Development

Onboard and train new hires on systems, processes, and service standards
Identify skill gaps and develop training plans to improve team performance

Requirements

Min Higher Nitec/Diploma or equivalent
Minimum 3–5 years of experience in a call centre / customer service environment
At least 1–2 years in a supervisory or team lead role
Strong knowledge of CRM systems and call centre operations

Angela Teh Ling Wei

(CEI No.R1104464)

Recruit Express Pte Ltd

EA License No. 99C4599

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