Team Manager

Jobtailor; Singapore; On-site; SGD 60,000 - 85,000; Full time

Job summary

Jobtailor in Singapore is seeking an experienced contact centre supervisor to manage daily operations, coach agents and ensure KPIs are met. You will lead performance reporting and drive continuous improvement in service levels for customers.

The ideal candidate has a diploma or degree, at least two years in a related role, and strong leadership, communication and analytical skills. You will work with the Customer Experience and Training teams to balance priorities and maintain high quality

Qualifications

• Candidate must possess at least a Advanced Diploma or Bachelor's Degree in any field.
• Preferable with 2 years of working experience in the related field.
• Experience leading, inspiring and motivating others to meet goals and metrics.
• Possess project and resource management skills.
• Strong communication and interpersonal skills.
• Excellent decision making and analytical skills.
• Excellent verbal and written communication skills in English and the language of supporting market.

Responsibilities

• Manage day to day management of the contact centre to ensure that KPIs are met.
• Develop, review and distribute daily, weekly and monthly performance and service reports and make recommendations to the Project Manager to maintain the agreed service levels to customers.
• Establish work procedures and processes that support the company and departmental standards, procedures and strategic directives.
• Ensure that the feedback provided to the team members on their performance are accurate, complete and timely.
• Provide coaching and guidance to ensure team members meet their KPIs and adhere to the organization’s guidelines and policies.
• Collaborate with Customer Experience and Training team to identify the issues, drive the metrics and be able to balance and prioritize the above based on seasonality and the needs of customers, team and client.
• Enhance the performance of team members by creating team connection, team briefings, and monthly coaching sessions.
• Assist and manage the team in the absence of the Team Leader.
• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX

Skills

Project management

Resource management

Performance reporting

KPI management

Quality management

Leadership

Coaching

Communication

Interpersonal skills

Decision making

Analytical skills

Team motivation

Education

Advanced Diploma

Bachelor's Degree

Post Graduate Diploma

Professional Degree

Job description

Responsibilities

• Responsible for the day to day management of the contact centre to ensure that KPIs are met
• Develop, review and distribute daily, weekly and monthly performance and service reports and make recommendations to the Project Manager to maintain the agreed service levels to customers
• Establish work procedures and processes that support the company and departmental standards, procedures and strategic directives
• Ensure that the feedback provided to the team members on their performance are accurate, complete and timely
• Provide coaching and guidance to ensure team members meet their KPIs and adhere to the organization’s guidelines and policies
• Collaborate with Customer Experience and Training team to identify the issues, drive the metrics and be able to balance and prioritize the above based on seasonality and the needs of customers, team and client
• Enhance the performance of team members by creating team connection, team briefings, and monthly coaching sessions
• Assist and manage the team in the absence of the Team Leader
• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX

Requirements

• Candidate must possess at least a Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree in any field
• Preferable with 2 years of working experience in the related field is required for this position
• Experience leading, inspiring and motivating others to meet goals and metrics
• Possess project and resource management skills
• Strong communication and interpersonal skills
• Excellent decision making and analytical skills
• Excellent verbal and written communication skills in English and the language of supporting market

Hard Skills

• project management
• resource management
• performance reporting
• KPI management
• quality management

Soft Skills

• leadership
• coaching
• communication
• interpersonal skills
• decision making
• analytical skills
• team motivation

Certifications & Qualifications

• Advanced Diploma
• Bachelor's Degree
• Post Graduate Diploma
• Professional Degree