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Customer Care Team Leader

Date: 08-Jan-2022

Location: Singapore, Singapore

Company: Singtel Group

At Singtel, we believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers. We strive to ensure all our people practices are non-discriminatory and provide a fair, performance-based work culture that is diverse, inclusive and collaborative. 

Join us and experience what it’s like to be with an Employer of Choice*. Together, let’s create a brighter digital future for all. *Awarded at the HR Fest Awards 2020.

 

Responsibility:

 

Team Management 

  • Establish a customer-focused culture by managing initiatives and measurement tools that aim to achieve customer satisfaction and first call resolution.
  • Communicate the organisation’s purpose, core values, vision to the Customer Care Officers.
  • Ensure policy adherence and performance metrics and service standards are monitored daily and improved in line with the department targets.
  • Communicate specific and constructive feedback, adopt various coaching techniques and encourage all team members towards incremental performance improvement.
  • Motivate and inspire the team to surpass their potential including exceeding and meeting departmental objectives.
  • Update the Team Manager timely on performance and any significant issues or unanticipated events.
  • Ensure team planning, workflow planning, process improvements and management of initiatives to meet the needs of the team.
  • Conduct Check-In/Check-Out team huddle sessions to update team members on policy or process changes.
  • Assist with MOM Quality Service Management (QSM) callback cases and escalations from Customer Care Officers.
  • Assist in other ad-hoc duties assigned by Team Manager. • Conduct audits on calls and emails handled by Customer Care Officers.
  • Work with Trainers to conduct Role Play Assessment for new hires to ascertain his/her competency before turning operational.
  • Provide feedback to Trainers to improve the training curriculum for Customer Care Officers.

 

Workforce Planning  

  • Responsible for day-to-day functional supervision including staffing, leave approvals, meal break scheduling etc
  • Ensure resource optimization though the real time monitoring of wallboard performance.



Requirement:

  • Diploma in any discipline from a recognized institution/GCE “O” or “A” Levels with relevant experience will also be considered
  • Minimum 1 year of customer service experience for Diploma holders./Minimum 3 years of customer service experience for GCE “O” or “A” Levels holders.
  • Good knowledge of Call Centre Operations
  • Good working knowledge of MOM’s policies and procedures 
  • Proficient in Microsoft Office applications – Word/Excel/Powerpoint
  • Good interpersonal & communication skills 
  • Good customer handling skills, including the ability to handle objections from customers tactfully
  • Able to work 5.5 day work week on alternate Saturdays