Deskripsi Pekerjaan
Join Cornerstone Global Partners as a Contact Centre Lead!
Are you a proven leader with a passion for exceptional customer service and operational excellence? Cornerstone Global Partners, a leading talent solutions provider, is seeking a highly motivated and skilled Contact Centre Lead to join our client's dynamic team in Singapore's vibrant Central Region. This exciting contract opportunity places you at the heart of our operations, where you will be instrumental in guiding a dedicated team to surpass operational targets and elevate customer satisfaction.
As a Contact Centre Lead, you will play a pivotal role in fostering a high-performance culture, ensuring that every interaction reflects our commitment to quality and compliance. You'll be the driving force behind continuous improvement initiatives, empowering your team to deliver seamless and efficient service. If you thrive in a fast-paced environment, possess strong coaching abilities, and are ready to make a significant impact on daily operations, we invite you to explore this opportunity. This role is perfect for a proactive individual eager to lead, inspire, and contribute to measurable success within a vital customer-facing department.
Tanggung Jawab
- Lead, mentor, and motivate a team of contact centre professionals to achieve and exceed key performance indicators (KPIs) and service level agreements (SLAs).
- Oversee daily contact centre operations, ensuring smooth workflow, adherence to schedules, and efficient resource allocation.
- Conduct regular performance reviews, provide constructive feedback, and identify training needs to foster continuous team development.
- Monitor call quality, handle escalated customer inquiries, and implement corrective actions to maintain high standards of customer satisfaction.
- Ensure strict compliance with company policies, industry regulations, and data privacy standards.
- Drive continuous process improvement initiatives to enhance operational efficiency and customer experience.
- Prepare and analyze performance reports, identifying trends and recommending strategies for optimization.
- Collaborate with other departments to resolve complex issues and improve overall service delivery.
Kualifikasi
- Minimum of 3-5 years of experience in a contact centre environment, with at least 1-2 years in a team leadership or supervisory role.
- Proven track record of achieving operational targets and enhancing customer satisfaction.
- Strong leadership, coaching, and team development skills.
- Excellent verbal and written communication abilities in English.
- Demonstrated ability to analyze data, identify trends, and implement effective solutions.
- Proficiency in using CRM software and other contact centre technologies.
- Sound knowledge of contact centre best practices, quality assurance, and compliance standards.
- Ability to thrive in a fast-paced, high-pressure environment and manage multiple priorities effectively.
- A diploma or degree in a relevant field is preferred.