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Open nowPosted yesterday

Team Lead, Contact Centre Services (1-year contract) - East/Central

MyCareersFuture91,045 open roles

Pay
SGD 3,500 – SGD 4,500 a month
Where
North-East, Singapore
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Your applicationOpen nowTeam Lead, Contact Centre Services (1-year contract) - East/CentralMyCareersFuture · North-East, Singapore

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on MyCareersFuture's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

7.8% of postings close within 7 days. Measured by our own scanner across the market. MyCareersFuture postings stay open a median of 1 days.

Share of postings closed within
  1. 1.7%1 day
  2. 3.5%3 days
  3. 7.8%7 days
  4. 14.6%14 days
  5. 34.1%30 days
This job: posted yesterday

MyCareersFuture median: 1 days open

The posting

Responsibilities:

  • Conduct monthly auditing on team’s calls in accordance to guidelines and SLA
  • Coordinate with BU/stakeholders to handle and resolve cases, requests or enquiries
  • Escalate the issues, needs and insights to Management when necessary
  • Ensure prompt printing and mailing of collaterals/sending daily SMS in accordance to SOP
  • Conduct case management monitoring in CRM system, call recording retrieval, investigation and coaching when necessary
  • Conduct systems, hardware, hotlines and recording testing
  • Conduct monthly staff performance coaching and mentoring
  • Manage staffing and leave matters
  • Ensure service outcome and KPIs are met
  • Provide shifts updates on service level, draw insights by periodically reviewing past calls

Requirements:

  • At least three (3) years of relevant experience in handling contact centre cases in a call centre or service industry environment.
  • Proven experience in managing teams, including monitoring performance, coaching, and providing feedback to improve service standards.
  • Familiarity with government services and procedures is highly advantageous.
  • Excellent problem-solving and decision-making skills, with the ability to handle escalated customer enquiries and complaints effectively.
  • Strong leadership and interpersonal skills, with the ability to motivate and manage a team to achieve service excellence.
  • Posses excellent communication skills, both written and verbal.

At DHL Supply Chain we take pride in our commitment to fostering a workplace that celebrates diversity and promotes inclusion for all. We believe that the diverse backgrounds, perspectives, and experiences of our employees are integral to our success. Our inclusive culture is built on the principles of equality, respect, and belonging, where every team member is valued and empowered.

We actively encourage individuals from all walks of life, regardless of age, race, gender, sexual orientation, religion, nationality, disability, or any other characteristic, to apply for positions with us. We are dedicated to providing equal opportunities, removing barriers, and creating an environment where everyone feels they truly belong.

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  1. A CV for this posting

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  2. 25 readers review it

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    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on MyCareersFuture's form

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    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

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  5. Reply with AI

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  6. The interview in your calendar

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    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
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Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

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The numbers game

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