1 Year Team Lead (Contact/ Call Centre) - Up to $4.8K #NJN

Greenwich Drive (p/up: Serangoon, Kovan, Woodlands) 1 Year Contract Any 5 days of the week (rotate every week)

• 8:30pm – 6pm (official hours)
• 2:30pm - 11:30pm

Responsibilities

• Support the execution of daily channel operations, ensuring smooth handling of inquiries, escalations, and issue resolutions.
• Act as the first point of contact for channel-related issues, ensuring timely resolution and escalation when necessary. Develop responses for clearance with Service Transformation & Planning Team.
• Troubleshoot operational problems, document cleared responses, and maintain a knowledge base for future reference.
• Collaborate with the Quality Assurance Specialist to implement process improvements and support training initiatives.
• Provide feedback to the team lead regarding recurring challenges and opportunities for improving processes.
• Maintain accurate and up-to-date records of operations activities and provide administrative support to the team.
• Communicate and coordinate with internal and external stakeholders to address operational challenges.
• Assist in preparing reports and metrics for internal reviews and meetings.

Requirements Diploma/ Degree in any field Minimum 2-3 years of supervisory/ team lead experience in call centre/ contact centre environment

Jessica Nguyen Huynh Thanh Truc CEI Reg. R23113787 EA License No. 99C4599 We regret that only shortlisted candidates will be notified.