Job Description
JOB SUMMARY
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.
KEY RESPONSIBILITIES
- 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
REQUIREMENTS
- 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