Call Center Team Leader | Public Service Hotline - #1114774

Call Center Team Leader | Public Service Hotline
Salary up to $4,000 | 2-Year Contract with Completion Bonus

Highlights

• Lead and coach a frontline call center team

• 5-day work week (includes weekends, PH)

• Transport provided from Serangoon MRT

About the Role
We’re looking for an experienced Call Center Team Leader to oversee a team handling public service hotline queries relating to environmental issues (noise, dust, mosquito breeding, etc.). You’ll play a key role in ensuring smooth daily operations, service quality, and team performance.

Responsibilities

• Oversee staffing, scheduling, and leave management.

• Conduct monthly coaching and mentoring to enhance performance.

• Ensure KPIs and service outcomes are met consistently.

• Monitor call systems, retrieve/investigate call recordings.

• Handle first/second-level escalations via email and hotline.

• Act as frontline escalation point (Control Tower / QSM Hotline).

• Manage service levels, meal breaks, and rotating shift rosters.

• Apply strong knowledge of NEA policies in service delivery.

• Conduct monthly audits on team calls (per SLAs).

• Collaborate with business units/stakeholders on case resolution.

• Escalate issues and insights to management as required.

• Oversee CRM case management and provide coaching.

• Test systems, hotlines, and recording functionalities for quality.

• Review past calls for insights to improve processes.

Requirements

• Minimum Diploma holder.

• Proficient in MS Word, Excel, PowerPoint.

• Strong verbal and written communication skills.

• Self-motivated with ability to work independently.

• Good supervisory, interpersonal, and management skills.

Additional Information

• Contract: 2 years (with 2-month completion bonus)

• Work Hours: 8:00am – 5:30pm, 5-day week (including weekends & PH)

• Location: Greenwich Drive (Bus 78 from Tampines Interchange)

• Transport: Company transport provided at Serangoon MRT

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