Team Lead (Call Centre I Public Sector I Up to 4.5K)

The Opportunity

• This is an exciting opportunity to work for Public Sector.
• It is an opportunity for an experienced Team Lead (Call Centre) to join their team

The Job

The Team Leader is responsible for supervising a team of Customer Service Officers (CSOs) within the Contact Center. The role includes managing daily operations, ensuring service levels are met, and supporting the team's development. In addition to typical contact center leadership duties, the Team Leader is expected to handle administrative responsibilities and ad hoc tasks as assigned by the CCM.

• Guide and support CSOs in their daily work. Make sure service levels and KPIs are met. Help resolve customer complaints and team escalations.
• Provide regular feedback and coaching to help team members grow and improve.
• Keep track of team performance reports, spot trends, and suggest ways to improve how we work.
• Help with internal communications, audits, and other tasks assigned by the Contact Center Manager.

The Talent

• At least 2 years’ experience as a Team Leader in a contact centre
• Diploma in any field
• Strong leadership and communication skills
• Comfortable using Microsoft Office
• Able to work on weekends and public holidays
• Experience in government or banking contact centers, with strong adherence to governance, compliance, and process discipline preferred
• Demonstrates a communication and service style aligned with client expectations for escalation handling and stakeholder confidence

Next Steps

• Drop your resume and contact us to follow-up, or send your resume to [email protected]
• Email Topic: Team Lead (Call Centre)
• Only shortlisted candidates will be contacted

Wu Yue Shan
EA License No: 91C2918
Personnel Registration Number: R25138923