Job Description & Skills/Qualifications Required
About Us
Centrecom Pte Limited is a joint venture organization that draws together the talents of Fiji Airways and the global expertise of a well-respected international partner to provider outsourcing contact centre and back-office services to both local and international clients 24/7.
Our “Centre of Excellence” has engaged state-of-the-at technology to ensure the highest quality of customer service can be achieved and sustained into the future.
The role - Team Leader- Ecommerce Suva
We are seeking a dynamic and experienced Team Leader to join our growing organization and lead our Customer Care team supporting the Sales and CX functions. This role serves as a pivotal element in the support of managing master data for new businesses, amendments, and cancellations. You will be responsible for leading a team of Customer Care Consultants, ensuring exceptional service delivery, and driving operational excellence through effective team management and performance optimization.
Key responsibilities
1. Team Leadership and Development
- Lead, motivate, and develop a team of Customer Care Consultants
- Conduct regular one-on-one coaching sessions and performance reviews
- Implement training programs to enhance team skills and knowledge
- Foster a positive team environment that promotes collaboration and high performance
- Manage team schedules, breaks, and resource allocation
2. Performance Management and Quality Assurance
- Monitor team performance metrics and KPIs to ensure targets are met
- Conduct quality monitoring and provide feedback on customer interactions
- Implement improvement plans for underperforming team members
- Ensure compliance with company policies and procedures
- Drive continuous improvement initiatives to enhance service quality
3. Operational Excellence
- Oversee daily operations and ensure smooth workflow processes
- Handle escalated customer issues and complex problem resolution
- Coordinate with other departments to streamline processes
- Manage reporting and analytics to track team performance
- Ensure adherence to SLA requirements and service standards
4. Strategic Support
- Collaborate with management on strategic initiatives and process improvements
- Participate in capacity planning and workforce management
- Support new business implementations and system changes
- Contribute to the development of policies and procedures
Experience and skills
- At least 2-3 years of team leadership experience in a contact centre or customer service environment
- Previous experience in CS or B2B environment highly preferred
- Strong leadership and people management skills
- Excellent communication and interpersonal abilities
- Proven track record in performance management and team development
- Advanced knowledge of Microsoft Office Suite and CRM systems
- Experience with Salesforce or similar platforms would be advantageous
- Strong analytical and problem-solving capabilities
- Ability to work under pressure and manage multiple priorities
- Flexibility to work shifts, weekends, and public holidays as required
Remuneration and Benefits
- A secure career with a strong fast-growing company
- Competitive salary package
- Medical Insurance
- Access to discounted travel
- Ongoing career development and training
- Work in a fun and supportive team
Application Process
For more details and to apply for the job, please refer to the link below or scan the QR Code
Applications are closing on Friday 15th May 2026
Job Functions
Industry
Other Information (Attachments)
The company currently employs in excess of 2,000 employees globally: Centrecom Malta comes with brand new premises that cater for 450+ workstations; Centrecom Fiji has a newly expanded location which caters for 200 workstations; and Centrecom offices in the USA, Australia, New Zealand, Libya and Morocco, cater for an additional 100 workstations.
Our dynamic team, together with the global reach of our offices’ location, remain our most valuable asset, allowing us the flexibility to cater for a 24/7 cost-effective solution bringing together a range of quality-driven services. We assure the highest levels of proficiency by employing high quality employees that are either native speakers or second language speakers, and have all the required skillset to support our clients across the different business sectors.