Customer Service Team Lead

TROYTECH INTERNATIONAL CONSULTING PTE LTD

Singapore
Minimum 3 years managing others
3 years contact center experience
Drive kpis and slas compliance
The role involves leading a team of agents to ensure all Key Performance Indicators and Service Level Agreements are met while maintaining high customer excellence

Job Summary

  • The role involves leading a team of agents to ensure all Key Performance Indicators and Service Level Agreements are met while maintaining high customer excellence.
  • You will assist the Contact Centre Manager in supervising daily activities, conducting real-time monitoring, and reviewing rosters for optimal resource utilization.
  • The position requires handling Level 1 escalations directly and identifying service failures to provide structured feedback for process improvements.

Matching Summary

Match Score: 75

The role involves leading a team of agents to ensure all Key Performance Indicators and Service Level Agreements are met while maintaining high customer excellence.

Skills & Requirements

Must-have

  • Minimum 3 years managing others
  • 3 years contact center experience
  • Drive KPIs and SLAs compliance
  • Real-time operational monitoring
  • Level 1 escalation handling

Nice-to-have

  • Strong empathy and active listening
  • Proactive problem-solving approach
  • Ability to work in fast-paced environment
  • Inspire team with corporate values

Key Requirements

  • Degree or Diploma in any discipline
  • Minimum 3 years leadership experience
  • 3 years related contact center experience
  • 44 hours per week including overtime

Work Rights

Not specified

Tailored Resume

Cover Letter