Team Lead, Contact Centre (2-Years Contract) #EEF

Auditing and Compliance: Conduct monthly audits of team calls in line with established guidelines and service level agreements (SLAs). Stakeholder Coordination: Collaborate with business units and stakeholders to address and resolve cases, requests, or inquiries. Issue Escalation: Proactively elevate issues, needs, and insights to management as necessary. Collateral Management: Ensure timely printing and mailing of materials and sending of daily SMS in accordance with standard operating procedures (SOP). CRM Case Management: Monitor case management within the CRM system, retrieve call recordings, and provide coaching as needed. Testing and Quality Assurance: Conduct testing of systems, hardware, hotlines, and recording functionalities to ensure optimal performance. Insights Review: Periodically review past calls to draw insights and improve service delivery. Elsa Fontanne (CEI No. R24124496) Recruitment Consultant Email Address: elsa@recruitexpress.com.sg WhatsApp: 82653532 Telegram: @Elsa_Fontanne Recruit Express Pte Ltd / EA Licence No: 99C4599

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