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.

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.

Team Manager Monitoring Operations