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

apartmentPrivate Advertiser placeGeylang scheduleFull-time calendar_month21/5/26

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

Location: Novena or Chai Chee
Working Hours: Mondays to Fridays; office hours

Only shortlisted candidates will be notified

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