Team Manager (1-Year Contract)

📍 Location: Macpherson
📅 Contract Duration: 1 year
🚀 Start Date: ASAP (must be able to commence immediately upon offer)

💼 Salary & Benefits

• Gross Salary: $3,250 – $3,500 (inclusive of $250 duty allowance)

• No KPI incentive for this role

⏰ Working Hours

• Rostered schedule (Mon–Sun, including Public Holidays & overnight shifts)

• Weekdays: 8:15am – 6:00pm

• Must be flexible to cover weekend and shift duties when required:

  • AM Shift: 8:00am – 6:00pm

  • PM Shift: 12:30pm – 10:30pm

  • Night Shift: 10:30pm – 8:30am

🎯 Role Overview

You will lead and manage a team of Contact Centre Agents, driving performance through coaching, monitoring, and operational oversight to ensure service levels and KPIs are consistently achieved.

🛠 Key Responsibilities

• Lead, coach, and manage a team of Contact Centre Agents to achieve operational targets

• Monitor individual and team performance (e.g. log-on time, wrap time, average handle time)

• Plan and coordinate team shift rosters with Shift Supervisors

• Handle administrative duties (payroll, leave, claims, roster updates)

• Conduct return-to-work interviews and regular team meetings

• Perform call monitoring (live and recorded) and provide coaching feedback

• Manage escalated customer cases and support queue handling when required

• Prepare and support management reporting within agreed timelines

• Ensure timely communication of updates from clients to the team

• Drive service level performance (ASA, abandoned rate, response time, etc.)

• Identify process improvements and recommend solutions to management
  

  Interested candidates, do submit your resume to : [email protected] OR telegram @jocelynchan

  Jocelyn Chan| Consultant | Recruit Express Pte Ltd (Healthcare & Lifescience)

  Company EA Licence number : 99C4599

  Personnel EA License: R1331820