Team Lead Customer Service Officer - Singapore - ZENITH INFOTECH (S) PTE LTD.

ZENITH INFOTECH (S) PTE LTD.

Verified Company

Singapore

1 week ago

Posted by:

Wei Jie

beBee Recruiter

Description

This is a 12 months contract assigned to our client

Work Location:
Suntec Tower 2

Salary Range :
$4,000-$5,000

Job Description:

Coach and guide customer service officers (CSOs) to answer customers' queries and provide first call

resolution

Conduct business reviews and provide suggestions on processes
Manpower management and shift adherence of CSOs
Monitor and coach on agent productivity to achieve SLA adherence
Conduct performance review with CSOs - identifying areas of training and improvement
Team engagement and retention strategy and implementation
Handle ad hoc duties as required

Skills Requirement

A full fledged Team Manager / Team Lead in Government/Government aided contact centre for a

minimum of 5 years

Diploma/Degree
Potentially should have taken calls and should have performed CSO and Senior CSO role
Just floor management is not enough
We are looking for independent team managers who can perform shift rostering, SLA / Metric adherence
Team performance management, floor management, escalation management, independent supervisory,

team player, SOP/Protocol management & adherence, PIP/Retraining

A good coach and a trainer& QA (to a minimum degree).

Expectation:
Comfortable with night shift as well

Working on 44 hours per week
Able to work rotating shift hours including weekends and public holidays
Comfortable with night shift duty as well

Soft qualities:
a) Active listener and possesses problem-solving skills

b) Fast learner and good team player

c) Demonstrates good customer service and communication skills ;
d) Comfortable to work in a fast-paced environment