Customer Care Team Lead & Performance Coach

TELE-CENTRE SERVICES PTE LTD; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

TELE-CENTRE SERVICES PTE LTD in Singapore is seeking a dynamic Team Manager for our call center. You will lead and develop a customer-focused team, ensuring service quality and adherence to KPIs.

You will coach agents, monitor performance, coordinate shifts, and handle escalations, while driving process improvements and reporting to management. The role offers growth in a fast-paced environment and exposure to client service excellence.

Qualifications

• Minimum 2 years of supervisory experience in a contact centre or customer service.
• Tech-savvy with good knowledge of Microsoft Office (Word, PowerPoint, Excel).
• Strong interpersonal and communication skills plus problem-solving ability.
• Positive, motivated and capable of leading a team to achieve targets.

Responsibilities

• Supports, coaches and manages a team of Contact Center Agents.
• Monitors performance against objectives and KPIs (log-on time, wrap time, AHT).
• Coordinates shift rosters with the shift supervisor to cover shifts.
• Conducts return-to-work interviews after absenteeism.
• Prepares management reports and handles high‑level customer complaints.
• Conducts call monitoring and coaching sessions to improve service quality.
• Disseminates client information to the team and briefs staff promptly.

Skills

Team leadership

Coaching

Performance management

Communication

Payroll administration

Tools

MS Office

Job description

TELE-CENTRE SERVICES PTE LTD in Singapore is seeking a dynamic Team Manager for our call center. You will lead and develop a customer-focused team, ensuring service quality and adherence to KPIs.

You will coach agents, monitor performance, coordinate shifts, and handle escalations, while driving process improvements and reporting to management. The role offers growth in a fast-paced environment and exposure to client service excellence.