Call Center Team Leader | Public Service Hotline
Salary up to $4,000 | 2-Year Contract with Completion Bonus
Highlights
- Lead and coach a frontline call center team
- 5-day work week (includes weekends, PH)
- Transport provided from Serangoon MRT
About the Role
We're looking for an experienced Call Center Team Leader to oversee a team handling public service hotline queries relating to environmental issues (noise, dust, mosquito breeding, etc.).
You'll play a key role in ensuring smooth daily operations, service quality, and team performance.
Responsibilities
- Oversee staffing, scheduling, and leave management.
- Conduct monthly coaching and mentoring to enhance performance.
- Ensure KPIs and service outcomes are met consistently.
- Monitor call systems, retrieve/investigate call recordings.
- Handle first/second-level escalations via email and hotline.
- Act as frontline escalation point (Control Tower / QSM Hotline).
- Manage service levels, meal breaks, and rotating shift rosters.
- Apply strong knowledge of NEA policies in service delivery.
- Conduct monthly audits on team calls (per SLAs).
- Collaborate with business units/stakeholders on case resolution.
- Escalate issues and insights to management as required.
- Oversee CRM case management and provide coaching.
- Test systems, hotlines, and recording functionalities for quality.
- Review past calls for insights to improve processes.
Requirements
- Minimum Diploma holder.
- Proficient in MS Word, Excel, PowerPoint.
- Strong verbal and written communication skills.
- Self-motivated with ability to work independently.
- Good supervisory, interpersonal, and management skills.
Additional Information
- Contract: 2 years (with 2-month completion bonus)
- Work Hours: 8:00am – 5:30pm, 5-day week (including weekends & PH)
- Location: Greenwich Drive (Bus 78 from Tampines Interchange)
- Transport: Company transport provided at Serangoon MRT
We regret to inform that only shortlisted candidates will be notified.
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