Call Centre Team Leader (Ubi)
-
Ubi MRT, Geylang
3015A Ubi Rd 1, 3015A Ubi Road 1, Singapore, 408705
- Full Time
- 5.5 Day Week
S$3000 - 3200 / month
Responsibilities:
- Assist the Operations Manager in managing the operations of the call centre
- Manage the performance of Call Centre Agent(s) in call, email and chat handling, ensuring that specific service level and turnaround targets are met
- Monitor team adherence and quality performance against targets
- Collaborate closely with the Service Quality Executive to breach any gaps in training and improve performance quality
- Manage and resolve any escalated cases or disputes, ensuring that appropriate and timely escalations are made to client(s) as and when is required
- Manage and resolve any internal problems or conflicts at the first level in the workplace before any escalation to the Operations Manager
- Ensure all other SOPs and protocols are diligently and correctly carried out
- Work with other departments as and when is required to ensure that team operations can continue smoothly and cohesively across the organisation
Any other ad-hoc tasks that may be assigned by the Company
Requirements:
- Minimum GCE 'A' level qualification or equivalent
- Prior experience in a call centre or customer service supervisory role is preferred
- Experience in healthcare-related customer service or operations will be advantageous
- Able to handle sensitive and confidential information with discretion
- Strong attention to detail with the ability to adhere to established SOPs and protocols
- Able to commit to office hours desk-bound (8.30am to 5.30pm from Mondays to Fridays and 8.30am to 12.30pm on Saturdays)
Able to commit 44-hours of work a week
Additional Information:
- Monthly basic salary range of $3,000 to $3,200
- Incentives provided for good performance
- Training is provided
- 12 weeks probation
- Workplace location 3015 A Ubi Road 1 #03-01 Singapore 408705
About the Employer
BRN/UEN: 200411570H
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