Call Centre Team Leader (Ubi)

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:

• GCE A Level and above
• 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 to12.30pm on Saturdays)
• Able to commit44-hours of work a week
• Open to be moved to shift work (details will be discussed during the interview)

Additional Information:

• Monthly basic salary ranges from $3,000 to $3,200
• Incentives provided for good performance
• Training is provided
• 12 weeks probation
• Workplace location 3015A Ubi Road 1 #03-01 Singapore 408705