Customer Care Team Leader — Coaching, Performance & Growth

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

Job summary

TELE-CENTRE SERVICES PTE LTD is seeking a Team Manager to lead a call center team in Singapore. You will coach agents, monitor KPIs, and coordinate shift rosters to ensure coverage and service levels are met.

Responsibilities include performance reviews, payroll-related admin, regular team meetings, and handling high‑level customer complaints while providing coaching and reporting to management.

Qualifications

• Minimum 2 years of supervisory experience in a contact centre or customer service environment.
• Strong interpersonal and communication skills.
• Proven ability to motivate a team to achieve targets.
• Tech-savvy and proficient with MS Office.
• Excellent leadership and people management abilities.
• Able to thrive in a dynamic, fast-paced environment.

Responsibilities

• Supports, coaches and manages a team of Contact Center Agents.
• Monitors performance against KPIs and reports on metrics.
• Coordinates shift rosters with the shift supervisor to ensure coverage.
• Conducts return-to-work interviews after absenteeism.
• Handles payroll-related administration, bonuses, leaves and roster amendments.
• Leads regular team meetings and buzz sessions for open communication.
• Prepares management reports within agreed timeframes.
• Addresses high-level customer complaints and manages queue calls as needed.
• Performs call monitoring and coaching sessions with agents.
• Disseminates client information to the team promptly and briefs staff accordingly.
• Supports service level achievement through performance improvements.
• Identifies and recommends service improvements to management.

Skills

Leadership

Communication

Coaching

Tools

Microsoft Office (Word, PowerPoint & Excel)

Job description

TELE-CENTRE SERVICES PTE LTD is seeking a Team Manager to lead a call center team in Singapore. You will coach agents, monitor KPIs, and coordinate shift rosters to ensure coverage and service levels are met.

Responsibilities include performance reviews, payroll-related admin, regular team meetings, and handling high‑level customer complaints while providing coaching and reporting to management.