Team Lead - 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 :
$3,500-$4,000

Working Hours:
1. 44 hours per week

2. 5.5 days per week

Monday-Sunday (including Public Holiday)

4. 24 hrs rotating shift

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

Additional Job Details:

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

minimum of 5 years

Potentially should have taken calls and should have performed CSO and Senior CSO roles. 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 management, a good coach and a

trainer& QA (to a minimum degree).

Expectation:
Comfortable with night shift as well; will be working on 44 hours per week, able to work

rotating shift hours including weekends and public holidays

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 and comfortable to work in a

fast-paced environment