| Company Name | Agape Plus Pte Ltd |
|---|---|
| Company UEN | 202204561C |
• Manage the performance and service quality of the CSO. • Ensure that all CSO under TL’s supervision is well trained and ensure that CSO are providing accurate and timely responses. • Responsible for the overall day to day case management and liaison with relevant stakeholders for further investigation and follow-up. • Performs quality audit checks on the CSO handling the programme. Audit checks should include account access, soft skills, knowledge management and resolving MoP’s queries in accordance with the provided resources. • Train CSO based on the provided resources. Prepare competency quiz, test, and check-ins to ensure that CSO are provided with accurate information. • Take ownership of team results, understand developmental needs, and provide support to the team. • Work with respective stakeholders to ensure that all information is being cascaded accurately. • Monitor the arrival pattern and highlight to the client in the event of any increase in queries. • Conduct regular audits to ensure the quality of CSO appointed for the programme. • Support and guide the CSO in their proficiency and knowledge of the programme. • Provide assistance to CSO for complex cases and to communicate with the Ptcp/MoP whenever necessary. • Provide feedback and recommendations on service delivery to the client.
• Ability to train the CSO on systems and programme-related information • Self-driven with excellent interpersonal and communication skills • Good communication skills in English • Proficiency in other languages/dialects may be required depending on programme requirements • Proficient in Microsoft Excel applications • Ability to take the initiative, work independently, and accomplish tasks with minimal supervision • Ability to work beyond operational hours, if and when required • Ability to handle difficult interactions in a professional manner • Possess Diploma qualification or above • At least 2 years of relevant supervisory experience in contact centre, customer support and customer service function • 5.5 day work week
| Job Title | Contact Centre Team Leader |
|---|---|
| Salary | SGD2,600.00 - 3,500.00 |
| Employment Type | Full Time |
| Working Experience | 2 Years |