Contact Centre Team Lead Contact Centre Team Lead …

Datasearch Consulting
in Singapore, Singapore, Singapore
Permanent, Full time
Last application, 08 Jul 20
Competitive salary package
Datasearch Consulting
in Singapore, Singapore, Singapore
Permanent, Full time
Last application, 08 Jul 20
Competitive salary package
Exciting APAC start-up company | Regional work experience | Attractive compensation package

Our client, an exciting APAC start-up company, is hiring for a customer service-oriented individual to fill in the Contact Centre Team Lead position in their Singapore based office.

You will be leading and managing the 24/7 Contact Centre team servicing regional and global customers, ensuring smooth operations through implementing a set of processes, and optimizing overall team performance. You will provide leadership among representatives/specialists as they provide global support to maximize efficiency and customer satisfaction.

 

Job duties include:

  • Leading the Global Contact Centre through setting up and documentation of processes (SOP), tools, systems and reporting to ensure smooth 24/7 operations 
  • Analyzing the contact center data, recommend suggestions to improve processes and making sure all resources are properly allocated
  • Training and coaching the contact center specialists 
  • Participate in Go To Market Process
  • Do schedule and manpower planning in line with call volume and calling capacity
  • Monthly/quarterly presentation to the higher management on the team performance


 

Ideal Candidate:

  • Proven 5-7 years of technical experience working in a multi-channel Contact Centre environment
  • Must have experience in setting up operations for a 24/7 contact center
  • An experienced team lead or presently in a supervisory role
  • Highly familiar with  CRM  and other similar tools 
  • Possesses excellent interpersonal skills and proven ability to build and maintain strong relationships with global customers at all levels of a business 
  • Open to shifting schedule

 

Interested candidates can forward their CVs in MS Word format to Gary Dean for a confidential discussion.

 

Datasearch Consulting Pte Ltd | Licence No. 17S8525 | Reg No. R1767494

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