1 YEAR CALL CENTRE, TEAM LEAD (UP TO $4.5K) #NJN - #1127874

Responsibilities

· Conduct monthly auditing on team’s calls in accordance to guidelines and SLA

· Coordinate with BU/stakeholders to handle and resolve cases, requests or enquiries

· Escalate the issues, needs and insights to Management when necessary

· Ensure prompt printing and mailing of collaterals/sending daily SMS in accordance to SOP

· Conduct case management monitoring in CRM system, call recording retrieval, investigation and coaching when necessary

· Conduct systems, hardware, hotlines and recording testing

· Conduct monthly staff performance coaching and mentoring

· Manage staffing and leave matters

· Ensure service outcome and KPIs are met

· Provide shifts updates on service level, draw insights by periodically reviewing past calls

Requirements

· Diploma in any fields with at least three (3) years of relevant experience in handling contact centre cases in a call centre or service industry environment.

· Proven experience in managing teams, including monitoring performance, coaching, and providing feedback to improve service standards.

· Familiarity with government services and procedures is highly advantageous.

· Excellent problem-solving and decision-making skills, with the ability to handle escalated customer enquiries and complaints effectively.

Jessica Nguyen Huynh Thanh Truc

CEI Reg. No. R23113787

EA License No. 99C4599

We regret that only shortlisted candidates will be notified.