Job Description

This role:

Customer Service Team Lead
Client :Fortune 500 IT Services Company
Duration: 12 Months (extendable)
Location: Singapore
Working hours: Shifts

• Comfortable with rotational shift
• Comfortable with night shift
• 44 hours per week (5.5 days of work)

Role & Responsibilities:

• Coach and guide customer service officers (CSOs) to answer customers\' queries and provide first call resolution
• Conduct business reviews and provide suggestions on processes
• Manpower management and shift adherence of CSOs
• Monitor and coach on agent productivity to achieve SLA adherence
• Conduct performance review with CSOs - identifying areas of training and improvement
• Team engagement and retention strategy and implementation
• Handle ad hoc duties as required

Requirements:

• A full fledged Team Manager / Team Lead in Government/Government aided contact centre for a minimum of 5 years
• Diploma/Degree - If O level
• Potentially should have taken calls and should have performed CSO and Senior CSO
• Independent team manager who can perform shift rostering, SLA / Metric adherence, team performance management, floor management, escalation management, independent supervisory, team player, SOP/Protocol management & adherence, PIP/Retraining management, a good coach and a trainer& QA (to a minimum degree).
• Expectation: Comfortable with night shift as well; will be working on 44 hours per week, able to work rotating shift hours including weekends and public holidays
• Soft skills a) Active listener and possesses problem-solving skills b) Fast learner and good team player c) Demonstrates good customer service and communication skills and comfortable to work in a fast-paced environment

Interested parties please click "Apply Now" or send your CV directly to Meenakshi Sharma (EA Reg no: R1545911) at Meenakshi.Sharma@peoplebank.asia.

Peoplebank Singapore Pte Ltd, EA Licence Number: 08C5248.

Peoplebank