Team Manager

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

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.