Team Manager – Contact Center (Voice, Chat & Email)
Job Details
- Role: Team Manager – Contact Center
- Location: ASEAN (Thailand & Malaysia)
- Employment Type: Full-Time
- Work Mode: Work From Office
- Shift: 24/7 Rotational Shifts
- Band/Designation: Team Manager
Role Overview
The Team Manager is responsible for complete operational ownership of a multi-channel Contact Center operation covering:
This is a senior operations leadership role focused on:
- People leadership
- KPI/SLA governance
- Client management
- Operational excellence
- Escalation management
- Compliance management
- Workforce optimization
The role requires managing Team Leads, SMEs, staffing, queue management, and overall business delivery performance in a 24/7 environment.
Key Responsibilities
Team & People Management
- Lead multiple Team Leads (TLs), SMEs, and support teams.
- Handle staffing, rostering, and intraday management.
- Conduct:
- Performance reviews
- Coaching plans
- Monthly appraisals
- Team huddles
- Drive talent development and leadership grooming.
Operations Governance
Manage end-to-end operations including:
- Queue health
- Real-time adherence
- Shrinkage control
- Occupancy management
- SLA attainment
Responsible for maintaining operational stability and delivery performance.
Continuous Improvement
Drive process improvements through:
- RCA (Root Cause Analysis)
- CAPA (Corrective & Preventive Actions)
- Kaizen initiatives
- SOP standardization
- Playbook optimization
Escalation & Incident Management
- Handle major customer/client escalations.
- Manage critical operational incidents.
- Ensure timely issue resolution and stakeholder communication.
Cross-functional Coordination
Collaborate with:
- WFM
- Quality
- Training
- Tech/Telephony
- HR teams
to ensure smooth operational delivery.
MIS & Reporting
- Publish:
- Daily MIS
- Weekly reports
- Monthly reports
- Provide operational insights and SLA risk analysis.
- Create stakeholder presentations and remediation plans.
Compliance & Risk
Ensure compliance with:
- Information Security
- Data Privacy
- Audit requirements
- Client policies
- Operational governance standards
Operational / KPI Ownership
Candidates must have strong ownership exposure in:
Service Level (SL) / Response SLA
- Queue management and SLA achievement.
AHT (Average Handling Time)
- Operational efficiency optimization.
FCR (First Contact Resolution)
- Resolution quality and repeat contact reduction.
Quality Score
- QA compliance and audit governance.
CSAT / NPS
- Customer experience management.
Abandonment Rate
- Managing customer wait/drop performance.
Contact Accuracy
- Accuracy and process adherence monitoring.
Schedule Adherence / Occupancy / Shrinkage
- Workforce productivity and staffing efficiency.
Attrition & Absenteeism
- Team stability and attendance management.
Hiring SLAs
- Time-to-fill management
- Nesting success tracking
Required Experience & Skills
Experience
- 6–10 years of Contact Center/BPO experience.
- Minimum 3+ years in leadership roles such as:
- Team Lead
- Assistant Manager
- Manager
This is a senior operations management role.
Mandatory Skills
Communication
- B2 English proficiency required for voice process.
- Excellent written and verbal communication skills.
Operations Tools
Strong command of:
- Telephony systems
- CRM tools
- WFM tools
Leadership & Stakeholder Skills
Candidates should have:
- Team leadership capability
- Coaching and mentoring skills
- Stakeholder management experience
- Conflict resolution capability
- Strong operational decision-making
Analytical Skills
- Data-driven operations management approach.
- KPI analysis and action planning experience.
Productivity Tools
Strong proficiency in:
- Google Workspace
- Microsoft Office tools
Shift Requirements
Candidates must be comfortable with:
- 24/7 rotational shifts
- Night shifts
- Weekend support
- Holiday support
- Work From Office setup
Cognizant Competencies Expected
1. Client Centricity
- Strong customer and client delivery focus.
2. Operational Excellence
- End-to-end delivery governance mindset.
3. People Leadership
- Team development and leadership capability.
4. Data-driven Decisions
- KPI-driven operational management approach.
5. Compliance & Risk Management
- Governance and operational risk awareness.
Ideal Candidate Profile
Best suited candidates will have:
- International BPO operations leadership experience
- Experience managing Team Leads and SMEs
- Strong SLA/KPI ownership
- Workforce management coordination exposure
- Escalation and incident management experience
- Client-facing/stakeholder interaction experience
- Reporting and MIS expertise
- Process improvement exposure (RCA/CAPA/Kaizen)
- Strong people management and coaching background
Screening Questions for Candidates
Experience
- Total years of Contact Center/BPO experience
- Years of people management experience
- Current designation
- Number of Team Leads/agents managed
Operations Management
- Experience managing Voice, Chat, and Email operations
- Experience handling SLA/KPI governance
- Experience managing queue health, shrinkage, occupancy, and adherence
- Experience handling critical escalations/incidents
Reporting & Governance
- Experience preparing MIS and operational reports
- Experience presenting to clients/stakeholders
- Experience working with WFM, QA, HR, and Training teams
Process Improvement
- Experience in RCA, CAPA, or Kaizen initiatives
- Experience standardizing SOPs or operational playbooks
Tools
- Which CRM/WFM/Telephony tools have you used
Shift & Work Setup
- Comfortable with 24/7 rotational shifts
- Comfortable with Work From Office
Compensation
- Current salary
- Expected salary
- Notice period / availability
Major Hiring Focus Areas
The company will strongly evaluate:
- Leadership maturity
- Multi-team management capability
- SLA/KPI ownership
- Workforce governance exposure
- Escalation handling
- Client/stakeholder management
- Operational analytics
- Reporting & MIS capability
- Process improvement experience
- Compliance and risk governance
- Team development and coaching ability
