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