jobs in AGAPE CP HOLDINGS PTE. LTD.

全职 Contact Centre Team Leader 工作, 薪水 up to SGD 3,300, AGAPE CP HOLDINGS PTE. LTD. Southeast (Singapore) 公司招聘中 - Ricebowl

Contact Centre Team Leader

AGAPE CP HOLDINGS PTE. LTD.

全职

Geylang, Southeast (Singapore)

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工作地点

  • Geylang Southeast (Singapore) Singapore

职位描述

岗位职责

  • Manage the performance and service quality of the CSO.
  • Ensure that all CSO under TL’s supervision is well trained and ensure that CSO are providing accurate and timely responses.
  • Responsible for the overall day to day case management and liaison with relevant stakeholders for further investigation and follow-up.
  • Performs quality audit checks on the CSO handling the programme. Audit checks should include account access, soft skills, knowledge management and resolving MoP’s queries in accordance with the provided resources.
  • Train CSO based on the provided resources. Prepare competency quiz, test, and check-ins to ensure that CSO are provided with accurate information.
  • Take ownership of team results, understand developmental needs, and provide support to the team.
  • Work with respective stakeholders to ensure that all information is being cascaded accurately.
  • Monitor the arrival pattern and highlight to the client in the event of any increase in queries.
  • Conduct regular audits to ensure the quality of CSO appointed for the programme.
  • Support and guide the CSO in their proficiency and knowledge of the programme.
  • Provide assistance to CSO for complex cases and to communicate with the Ptcp/MoP whenever necessary.
  • Provide feedback and recommendations on service delivery to the client.
Requirements:
  • Ability to train the CSO on systems and programme-related information
  • Self-driven with excellent interpersonal and communication skills
  • Good communication skills in English
  • Proficiency in other languages/dialects may be required depending on programme requirements
  • Proficient in Microsoft Excel applications
  • Ability to take the initiative, work independently, and accomplish tasks with minimal supervision
  • Ability to work beyond operational hours, if and when required
  • Ability to handle difficult interactions in a professional manner
  • Possess Diploma qualification or above
  • At least 2 years of relevant supervisory experience in contact centre, customer support and customer service functions

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