Call Centre Team Lead

Job Details

• Duration: 1 Year + completion bonus
• Working hrs: 830-6pm/ 2pm-11.30pm (Must be comfortable to work weekends and public holidays) - Depending on roster
• Working location: there will be company shuttle bus available to and from Serangoon/Woodlands/Tampines MRT (Mon – Fri office hrs)

Job Scope:

• Supervise, guide, and motivate a team of call centre agents.
• Conduct daily/weekly team huddles to communicate updates and performance expectations.
• Monitor agents' productivity, call handling time, adherence, and service quality.
• Perform regular coaching sessions and provide constructive feedback.
• Handle performance appraisals, KPIs, and disciplinary matters when required.

2. Operations & Workflow Management

• Ensure smooth daily operations and adequate staffing coverage.
• Manage scheduling, roster planning, and leave requests.
• Oversee queue management...