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Call Centre Team Leader

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  • Date Listed 29/06/2018
  • Job Type Full-Time
  • EA License Number 200002976R
  • Company Website https://incallsystems.com/
  • Company Name inCall Systems Pte Ltd
  • Education Level Diploma

Responsibilities:

  • Responsible for day to day operations, training and management of different teams to achieve targeted Service Levels;

  • Conducts regular transaction monitoring and call reviews for the purposes of quality assurance, coaching and training;

  • Ensures that follow-up actions are in place to address any gaps in staff competency and weaknesses;

  • Generates daily, weekly and monthly reports and other documentations as required;

  • To do planning, forecasting, implementing and monitoring;

  • Ensures all standards and procedures are followed and maintained; and

  • Other ad hoc duties as assigned by supervisor / manager.

Requirements:

  • Minimum Diploma with 3 years of relevant experience preferably in a call centre or telemarketing environment;

  • Possess good interpersonal and communication skills, customer service and problem solving skills;

  • Positive and able to drive team to achieve targeted Service Levels;

  • Good leadership and people management skills;

  • Knowledge of MS Excel is essential;

  • Good command of written and spoken English;

  • Aggressive, energetic, motivated, proactive and optimistic about challenges; and

  • Able to work well in a team and under pressure in a dynamic and demanding environment.