Contact Centre Team Leader — Coaching, Quality & Ops

RecruitFirst; Singapore; On-site; SGD 43,000 - 51,000; Full time

Benefits offered by this job

AWS

Shift Allowance

Job summary

RecruitFirst is hiring a Contact Centre Team Manager in Singapore (Ubi) to oversee daily operations and lead a team to deliver exceptional service. The role includes manpower planning, scheduling, leave management, and ensuring adherence to service standards.

You will coach staff, monitor KPIs, handle escalations, and coordinate CRM case management and system testing. A Diploma or equivalent with 2+ years of team leadership in a contact centre is preferred.

Qualifications

• Diploma qualification or equivalent is required.
• At least 2 years of Team Manager experience in contact centre.
• Strong leadership and coaching capabilities.
• Excellent verbal and written communication.
• Hands-on with contact centre tech and CRM systems.

Responsibilities

• Oversee daily contact centre operations, staffing, scheduling, and leave management to ensure smooth service delivery.
• Lead, coach and develop team through performance reviews and coaching.
• Monitor service quality, KPIs to ensure standards are met.
• Manage call monitoring systems, retrieve call recordings and investigate issues.
• Handle escalated customer cases and frontline support for complex enquiries.
• Coordinate shift arrangements, meals and manpower deployment.
• Conduct regular audits to ensure compliance with policies and SLAs.
• Liaise with internal departments to resolve inquiries and complaints.
• Oversee CRM case management, review records and provide coaching.
• Conduct system testing and quality assurance checks.
• Coordinate daily operational communications, SMS notices and admin tasks.
• Analyze customer interactions to identify gaps and improvements.

Skills

Leadership

People management

Coaching

Communication skills

Problem-solving

Independence in fast-paced environment

Education

Diploma or equivalent

Tools

CRM platforms

Contact centre technologies

Call management systems

Job description

RecruitFirst is hiring a Contact Centre Team Manager in Singapore (Ubi) to oversee daily operations and lead a team to deliver exceptional service. The role includes manpower planning, scheduling, leave management, and ensuring adherence to service standards.

You will coach staff, monitor KPIs, handle escalations, and coordinate CRM case management and system testing. A Diploma or equivalent with 2+ years of team leadership in a contact centre is preferred.