Team Manager – Monitoring Operations

V-ELEGANT PTE. LTD.; Singapore; Sur place; SGD 50 000 - 75 000; Plein temps

Résumé du poste

V-ELEGANT PTE. LTD. is seeking a supervisory professional to lead a team delivering monitoring and customer-support services in a dynamic environment.

You will plan rosters, ensure continuous service during weekends and holidays, and oversee prompt follow-ups via calls and video chats. The role requires 3+ years of supervisory experience in customer service or contact centre operations, strong communication and leadership skills, and proficiency with Microsoft Office and reporting platforms.

Qualifications

• Minimum Diploma in Business Administration, Customer Service, Operations Management or related discipline.
• At least 3 years of supervisory/management experience in customer service, call centre, contact centre, feedback management or service operations.
• Experience managing a team operating on roster or extended working hours will be an advantage.
• Strong customer-service orientation, communication and conflict-management skills.
• Proficient in Microsoft Office applications and comfortable using digital systems, video-call applications and reporting platforms.
• Willing to attend relevant service, operations and industry-related training.
• Able to work on weekends and Public Holidays based on operational roster.

Responsabilités

• Lead and manage a team providing monitoring and customer-support services.
• Plan manpower rosters and ensure continuous service coverage during operational hours, including weekends and Public Holidays.
• Supervise the monitoring of system alerts and ensure prompt follow-up with customers through phone calls and video calls.
• Ensure cases are attended to, investigated, escalated and closed within required service timelines.
• Manage incidents, non-compliance cases and operational issues in accordance with established procedures.
• Monitor staff attendance, performance, service quality, documentation and compliance with Standard Operating Procedures.
• Conduct team briefings, coaching, quality checks and refresher training.
• Prepare operational reports, incident reports, monthly management reports and performance updates.
• Plan for staff absenteeism and replacements to ensure uninterrupted operations.
• Liaise with the client and internal management team on operational matters, feedback, service improvements and performance requirements.
• Ensure proper handling of confidential information, records and customer communications.

Connaissances

Customer service

Communication

Conflict management

Leadership

Formation

Diploma in Business Administration

Diploma in Customer Service

Diploma in Operations Management

Outils

Microsoft Office

Video conferencing tools

Reporting platforms

Description du poste

Job Responsibilities

• Lead and manage a team providing monitoring and customer-support services.
• Plan manpower rosters and ensure continuous service coverage during operational hours, including weekends and Public Holidays.
• Supervise the monitoring of system alerts and ensure prompt follow-up with customers through phone calls and video calls.
• Ensure cases are attended to, investigated, escalated and closed within required service timelines.
• Manage incidents, non-compliance cases and operational issues in accordance with established procedures.
• Monitor staff attendance, performance, service quality, documentation and compliance with Standard Operating Procedures.
• Conduct team briefings, coaching, quality checks and refresher training.
• Prepare operational reports, incident reports, monthly management reports and performance updates.
• Plan for staff absenteeism and replacements to ensure uninterrupted operations.
• Liaise with the client and internal management team on operational matters, feedback, service improvements and performance requirements.
• Ensure proper handling of confidential information, records and customer communications.

Job Requirements

• Minimum Diploma in Business Administration, Customer Service, Operations Management or a related discipline.
• At least 3 years of supervisory or management experience in customer service, call centre, contact centre, feedback management or service operations.
• Experience in managing a team operating on roster or extended working hours will be an advantage.
• Strong customer-service orientation, communication and conflict-management skills.
• Able to handle urgent cases calmly, make sound decisions and follow escalation procedures.
• Proficient in Microsoft Office applications and comfortable using digital systems, video-call applications and reporting platforms.
• Willing to attend relevant service, operations and industry-related training.
• Able to work on weekends and Public Holidays based on operational roster.