Call Centre Team Leader

Responsibilities:

• Leading day to day operations to meet daily/monthly service standards.
• Monitor and provide feedback on Call Centre Agent(s)’ performance, ensuring SLAs are met, and that enquiries are handled promptly and professionally.
• Identify training gaps including potential areas to improve on across channels and update of information in Standard Operating Procedures (SOPs).
• Monitor and provide feedback on staff performance, provide real time coaching to the Call Centre Agent(s) as required.
• Handle escalated situations and assessment of the case that needs to be escalated to the client.
• Involve in the product/service training, quality assurance, supervising and performance reviews of the team whilst at the same time providing team support regularly.
• Assist the Operations Manager to develop performance evaluation guidelines and carry out performance evaluations.
• Assist the Operations Manager in developing customer service response templates and maintain the accuracy of information in the Knowledge Management System (KMS) as prescribed by the client.
• Assist the Operations Manager in generating and providing analysis of reports and delivery of insights.
• Assist to provide end-user input in the form of requirements and testing for new processes or systems, as directed by the client, to ensure operational relevance and service readiness.
• Ensure that the contact matrix, information in KMS, and training materials are updated efficiently.
• Prepare and host regular review sessions with the client.
• Any other ad-hoc tasks that may be assigned by the Company

Requirements:

• GCE O Level and above qualification.
• At least 1 year of experience in contact centre or service industry.
• Experience in working in healthcare industry would be preferred.
• Savvy with computer and mobile phone usage and troubleshooting, with the ability to explain technical terms in layman’s terms.
• Understand and clearly explain relevant schemes, programmes, policies, an initiatives to enquirers.'
• Familiarity with Singaporean English and slangs.
• Able to commit to office hours desk-bound (8.00am to 5.00pm from Mondays to Fridays and 8.00am to 1.00pm on Saturdays, with internal arrangement to meet 44-hours of work a week).

Additional Information:

• Monthly basic salary ranges from $3,000 to $3,300
• Incentives of up to $150 provided for good performance, according to established KPI(s)
• Training is provided
• 12 weeks probation
• Workplace location is close proximity to Macpherson and Ubi MRT station