Operations - Team Leader

Call Centre Team Leader

Singapore   |   Full Time

Responsibilities

  • Responsible for day to day operations, training and management of different teams to achieve targeted Service Levels.
  • Conducts regular transaction monitoring and call reviews for the purposes of quality assurance, coaching and training.
  • Ensures that follow-up actions are in place to address any gaps in staff competency and weaknesses.
  • Generates daily, weekly and monthly reports and other documentation as required.
  • To perform planning, forecasting, implementing and monitoring.
  • Ensures all standards and procedures are followed and maintained.
  • Other ad hoc duties as required by supervisor / manager

Requirements

  • Minimum Diploma with 3 years of relevant experience preferably in a call centre or telemarketing environment
  • Prior experience in outbound calls such as  Lead Generation, Seminar Registration, Data Profiling and Verification, etc. 
  • Must possess excellent sales, customer service and problem solving skills.
  • Positive and able to drive the team to achieve targeted Service Levels.
  • Good leadership and people management skills.
  • Good command of written and spoken English
  • Knowledge of MS Excel is essential
  • Possess good interpersonal and communication skills
  • Confidence in handling clients’ calls, possess excellent customer service and be Customer-focused and resourceful
  • Able to work well in a team and under pressure in a dynamic and demanding environment
  • Aggressive, energetic, motivated, proactive and optimistic about challenges

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