Job Description



The Team Lead – Call centre (Research data collection) is responsible for the daily operations and management of a team of professional market research interviewers in a call centre.

We’re looking for a candidate competent in problem solving, possess strong people management skills and enjoys working with a diverse group of people. The key success factor of this role is to meet productivity targets, achieve data quality and ensuring timeliness in delivery of reports, while maintaining a positive team culture.



  • Collaborate with multiple stakeholders to fulfil research requirements
  • Generate insights and reports to track call centre performance
  • Review SOPs and ensure adherence to work processes
  • Day-to-day management of a team of 15-20 interviewers
  • Ensure optimal staffing levels to meet call centre deliverables
  • Responsible for recruitment of market research interviewers
  • Building a positive team culture through various engagement activities
  • Support and collaborate in events within and with other departments
  • Proactively track performance & productivity of each interviewer
  • Provide coaching and work with interviewers to improve individual performance
  • Conduct regular call audit checks to ensure call quality
  • Manage the call centre facilities, including telephony and equipment etc



  • Excellent communication, interpersonal and supervisory skills
  • At least 3 years of people management experience with mastery in empathetic leadership
  • Minimum Diploma level
  • Proficient in English and Chinese languages (writing and reading)
  • Meticulous with strong numeracy skills
  • Process driven and results oriented
  • Intermediate knowledge of Microsoft Excel and Microsoft Office
  • Experience in market research, call centre, retail or F&B operations are welcomed to apply
  • Able to work Monday to Friday: 12:00pm to 9.30pm


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