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Contact Center Team Lead | Contract
Manpower Singapore
Singapore
Contract
3,500 SGD - 4,000 SGD/Month
Job Scope
- 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
Job Qualifications:
- Minimum O' level with 5 years of solid Team lead/Team Manager experience
- With 5 years of experience working in a contact center industry
- Potentially should have taken calls and should have performed customer service roles
- We are looking for independent team managers 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 and QA (to a minimum degree)
- Comfortable with night shift; will be working on 44 hours per week (5.5 days), able to work rotating shift hours including weekends and public holidays
- Active listener and possesses problem-solving skills
- Fast learner and good team player
- Demonstrates good customer service and communication skills
- Location: Suntec City
Carolyn Ann Santibanez Mendoza EA License No. 02C3423 Personnel Registration No. R1105160
Please note that your response to this advertisement and communications with us pursuant to this advertisement will constitute informed consent to the collection, use and/or disclosure of personal data by ManpowerGroup Singapore for the purpose of carrying out its business, in compliance with the relevant provisions of the Personal Data Protection Act 2012. To learn more about ManpowerGroup's Global Privacy Policy, please visit [ Link removed ]
Recommended Skills
- Active Listening
- Call Centers
- Coaching And Mentoring
- Communication
- Curiosity
- Customer Service
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Job ID: BBBH126757
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