Deskripsi Pekerjaan
Join Agape Connecting People Pte Ltd as a Contact Centre Team Leader and Trainer, where you'll lead and develop high-performing teams to deliver exceptional customer experiences. This pivotal role combines strategic team leadership with hands-on training to elevate service quality and operational efficiency. You'll drive KPI achievement, foster a culture of continuous improvement, and implement targeted coaching programs that empower agents to excel. If you're passionate about transforming contact centre operations through leadership development and performance optimization, this opportunity offers a dynamic environment to make measurable impact while advancing your career in Singapore's thriving service sector.
Tanggung Jawab
- Lead and mentor contact centre teams to achieve performance targets and quality standards
- Develop and conduct comprehensive training programs for new and existing staff
- Monitor team performance metrics and implement corrective action plans
- Coach agents on customer service best practices and communication techniques
- Manage daily operations including scheduling, resource allocation, and workflow optimization
- Collaborate with HR on talent development and performance management
- Implement quality assurance initiatives to enhance customer satisfaction
- Analyze operational data to identify improvement opportunities
Kualifikasi
- Minimum 2 years experience in contact centre supervision or team leadership
- Proven track record in developing and delivering training programs
- Strong knowledge of contact centre KPIs and performance metrics
- Excellent communication, coaching, and conflict resolution skills
- Ability to analyze operational data and implement process improvements
- Certification in adult learning or customer service management preferred
- Proficiency with CRM systems and contact centre software
- Demonstrated ability to motivate diverse teams in fast-paced environments