Team Leader(Call Centre) - 12 Months Contract - SGD4.5k - Part-Time

We’re looking for a Team Leader to manage Customer Service Officers, ensuring daily operations run smoothly and KPIs are met. The role involves coaching and performance reviews, handling escalations, monitoring reports, and supporting audits, compliance, and projects assigned by the Contact Center Manager.  

Key Responsibilities:

• Lead and oversee daily activities, ensuring Customer Service Officers consistently meet KPIs and service benchmarks.
• Conduct regular evaluations, offering mentorship, coaching, and actionable feedback to drive performance.
• Handle customer concerns and resolve escalations at the team level efficiently and professionally.
• Prepare, review, and manage performance reports to monitor team outcomes.
• Spot recurring issues or trends and recommend practical solutions to optimize processes.
• Support administrative functions and maintain clear communication across internal and external stakeholders.
• Assist with compliance checks, audits, and contribute to special projects or assignments delegated by the CCM.

Requirements:

• Diploma or Bachelor’s degree in any discipline.
• Minimum of 2 years’ proven track record as a Team Leader in a contact center setting.
• Experience in government hotline or banking contact centers.
• Skilled in Microsoft Office tools.
• Maintains a communication style aligned with client expectations, ensuring confidence in escalation handling and stakeholder engagement.

Interested candidates may apply through the application system or send it to [email protected]. Shortlisted candidates will be notified.

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Morgan McKinley Pte Ltd
Koh Boon Sien
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