Team Manager

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

We are looking for a dynamic and customer-centric individual to join our call center team as a Team Manager. In this role, you will be the first point of contact for our valued customers, providing top-notch service and assistance. If this sounds like YOU, connect with us TODAY.

Responsibilities:

• Supports, coaches and manage a team of Contact Center Agents

• Communicates performance against objective with the individual team members and constantly monitors performance in terms of agreed key performance indicator (log-on time, time-in wrap, average handle time)

• Works with the shift supervisor and coordinates shift roster for the team members to ensure that agreed shifts would be covered

• Conducts return to work interviews after absenteeism

• Undertakes any administration associated with payroll, performance related bonus, staff annual leave, expenses claims and amendments to staff rosters

• Conducts regular team meetings and buzz session to ensure that two-way communication is maintained between team members and management

• Supports the management team in the creation of management reports based on agreed time scales

• Attends to high-level customer complaints received by team members and spends an agreed proportion of time answering queue calls

• Conduct call monitoring either by listening in to the radio recorded calls or live calls and subsequently undertakes coaching sessions with team members

• Disseminates information received from client contact point to the team members as soon as possible and ensures that the team members are fully briefed on the information received

• Support the Contact Center in achieving its overall service levels (average speed of answer, abandoned calls, % calls answered within service level)

• Identifies area for service improvements and makes recommendation to the management team

Requirements:

• Minimum 2 year(s) of relevant experience in supervisory role, preferably in a contact centre or customer service environment.

• Tech savvy and has good knowledge of Microsoft Office (Word, Powerpoint & Excel).

• Possess good interpersonal and communication skills, creativity and problem-solving skills.

• Positive and able to motivate team to achieve business targets.

• Good leadership and people management skills.

• Able to work well in a team in a dynamic and fast-paced environment

We offer competitive compensation, ongoing training, and a supportive work environment.

If you’re enthusiastic, eager to learn, and ready to make a positive impact on our customers, we want to hear from you! Join our team and be part of an exciting customer care experience.