Call Centre Team Leader (Ubi)

CONNECT CENTRE PTE. LTD.

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

GCE A Level and above
Proficient in relevant computer applications (Microsoft Applications)
Proficient in typing
Able to multitask
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)