Team Lead, Call Centre

Company

Recruit Express Pte. Ltd

Location

singapore, singapore

Type

Full-time

            Responsibilities 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 
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Team Lead, Call Centre

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