📍 Local Job Near You
Call Centre Team Lead — Service Excellence & Coaching
Recruit Express Pte. Ltd
📍
singapore, Singapore
Location
singapore
Posted
June 07, 2026
Commute
Local Area
Local Opportunity Near You!
This job is in your area. Enjoy a short commute and work close to home.
Job Description
Responsibilities
- 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