Duty Manager

About the role

We're looking for a Team Lead to oversee our Customer Service & Operations Control Centre team, ensuring seamless delivery of customer services. 

As a Team Lead, you'll be responsible for leading a team of Customer Service Agents, managing operational matters, and driving process improvements. You will report to the Section Head, Operations Control Centre and be responsible to the ops matters within your watch.  

What you'll be doing

• Lead and manage a team of Customer Service Agents to deliver exceptional customer experiences
• Oversee resource planning, staff management, and development to ensure effective service delivery
• Manage escalation matters, including staff grievances and customer complaints
• Drive process improvements and identify opportunities for growth and development
• Liaise with internal departments and external stakeholders to resolve customer issues and operational matters
• Prepare and submit operational reports, incident reports, and other relevant documentation
 

What we're looking for

• Bachelor's degree or professional degree in a relevant field

• At least 3 years of experience in a Contact Centre leadership position

• Proven track record of leadership, customer service, and operational management

• Excellent communication, interpersonal, and conflict resolution skills

• Strong analytical and problem-solving skills

• Proficient in MS Office (Excel, Word, PowerPoint) and report writing

• Ability to work 12-hour rotating shifts, including weekends and public holidays