Contact Centre Team Manager (Up to $4,200 + AWS + Allowances / Ubi) – JT8

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

Contact Centre Team Manager (Up to $4,200 + AWS + Allowances / Ubi) – JT8

Job Summary

• Position: Contact Centre Team Manager

• Location: Ubi

• Basic Salary: Up to S$4,200/month

• Benefits: AWS + Shift Allowance

• Working Days: Monday to Friday

• Working Hours: 8:15 AM – 6:00 PM

Job Responsibilities

• Oversee daily contact centre operations, manpower planning, staff scheduling and leave management to ensure smooth service delivery.

• Lead, coach and develop team members through regular performance reviews, coaching sessions and performance management.

• Monitor service quality, operational performance and key performance indicators (KPIs) to ensure service standards are consistently achieved.

• Manage call monitoring systems, retrieve call recordings and investigate service-related issues when required.

• Handle escalated customer cases and provide frontline support for complex enquiries and service issues.

• Coordinate shift arrangements, meal breaks and manpower deployment to maintain operational efficiency.

• Conduct regular audits to ensure compliance with established policies, procedures and service level agreements (SLAs).

• Liaise with internal departments and stakeholders to resolve customer enquiries, complaints and operational matters.

• Oversee CRM case management, review case records and provide coaching to improve overall service quality.

• Conduct system testing and quality assurance checks to ensure operational readiness and system functionality.

• Coordinate daily operational communications, documentation, SMS notifications and other administrative activities.

• Analyse customer interactions and past call records to identify service gaps and recommend improvements.

Requirements

• Minimum Diploma qualification or equivalent.

• At least 2 years of relevant experience as a Team Manager in a contact centre or related customer service environment.

• Strong leadership, people management and coaching skills.

• Excellent verbal and written communication skills.

• Hands-on experience with contact centre technologies, call management systems and CRM platforms.

• Strong problem-solving skills with the ability to manage escalated customer cases effectively.

• Able to work independently in a fast-paced environment while maintaining high service standards.