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Urgent! Contact Centre Team Lead x 3 | Up to 4000 basic + 1 month completion bonus Job Opening In North East Community Development Council – Now Hiring RecruitFirst Pte. Ltd

Contact Centre Team Lead x 3 | Up to 4000 basic + 1 month completion bonus



Job description

RecruitFirst is hiring You will be outsourced / deployed to:

Location: Currently sourcing an office in East or Central (you may tentatively share Ubi first)

Pay: up $4,000 basic + 1 month completion bonus

Duration: Start 1st Oct/10th Oct – min.

1 year contract (extendable on project needs)

Working hours: Mon – Fri, 8.15am to 6.00pm/8.30am to 6.15pm

Responsibilities:

Conduct monthly auditing on team's calls in accordance to guidelines and SLA

Coordinate with BU/stakeholders to handle and resolve cases, requests or enquiries

Escalate the issues, needs and insights to Management when necessary

Ensure prompt printing and mailing of collaterals/sending daily SMS in accordance to SOP

Conduct case management monitoring in CRM system, call recording retrieval, investigation and coaching when necessary

Conduct systems, hardware, hotlines and recording testing

Conduct monthly staff performance coaching and mentoring

Manage staffing and leave matters

Ensure service outcome and KPIs are met

Provide shifts updates on service level, draw insights by periodically reviewing past calls

Requirements:

At least three (3) years of relevant experience in handling contact centre cases in a call centre or service industry environment.

Proven experience in managing teams, including monitoring performance, coaching, and providing feedback to improve service standards.

Familiarity with government services and procedures is highly advantageous.

Excellent problem-solving and decision-making skills, with the ability to handle escalated customer enquiries and complaints effectively.

Strong leadership and interpersonal skills, with the ability to motivate and manage a team to achieve service excellence.

Possess excellent communication skills, both written and verbal.

Interested applicants, please send your resume to or Whatsapp Leonard at

We regret to inform you that only shortlisted candidates will be notified.

Leonard Lim Guan Hean

Outsourcing Team

RecruitFirst Pte Ltd

E.A. 13C6342


Required Skill Profession

Other General



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