Team Leader - Toa Payoh - ref. j25186419

Up to $4.7K per month + 1 month PB (Renewable and Convertible)

Team Leader (Government Project)

CBD Area

Mon to Sunday, 5.5 days work week (44 hours per week (Day Shift Work)

The Team Leader is responsible for overseeing contact centre operations to ensure excellent customer service and efficient performance. This role is hands-on, requiring direct management of the team, process implementation, and support for a government project to ensure compliance with regulatory standards.

• Directly manage and develop the contact centre team, fostering a high-performance environment.
• Implement strategies to meet service-level agreements (SLAs) and improve processes and achieve KPIs.
• Maintain high service quality and promptly resolve escalations.
• Ensure operations comply with government regulations and project-specific requirements.
• Analyse performance data to identify improvement opportunities.
• Work with other departments to align operations with government project needs
• Collaborate with HR for efficient staff recruitment.
• Review staff performance and identify training needs.
• Assist in client investigations and service recovery.
• Analyse root causes and improve CSAT ratings.
• Establish and improve work processes and SOPs.
• Ensure quality call audits and adherence to guidelines.
• Provide insights and timely reports to clients and management.

• The candidate must possess at least a Diploma.
• Min 3 years prior experience team leader positions in the contact centre industry.
• Strong leadership and communication abilities.
• Analytical skills for data-driven decision-making.
• Proficiency in contact centre software and CRM systems.
• Hands-on management style.
• Ability to work under pressure and manage multiple priorities.

By submitting any application or résumé to us, you will be deemed to have agreed and consented to us disclosing your personal information to prospective employers for their consideration.

We regret only short-listed candidates will be notified.

Ken Zhang Aichang (R1110470)

[TDCX Talent Solutions Pte. Ltd.]

EA License: 23C2024