Team Manager

Are you passionate about people, performance, and bringing out the best in others? If you're a natural leader with a keen eye for detail and a drive to deliver results, this could be the perfect next step in your career.

We’re looking for someone who thrives in a fast-paced environment, loves to motivate and support others, and leads by example when it comes to creating an exceptional customer experience.

If you’re confident handling escalations, making smart decisions under pressure, and keeping your team engaged and energised, then we’d love to hear from you.

As a Call Centre Team Manager, you’ll be responsible for leading a team of Customer Service Advisors, ensuring they’re equipped, empowered, and inspired to deliver service excellence every day.

You’ll monitor performance, coach individuals to meet and exceed KPIs, and handle escalations with professionalism and care.

Your role is all about creating a high-performing, supportive environment where advisors can thrive and customers receive the best possible experience.

In this fast-moving, people-focused role, you’ll be a key link between operations and client expectations, balancing strategic thinking with day-to-day delivery.

At Ascensos, we take a people-first approach to outsourcing, and that starts with leaders who genuinely care.

You’ll be backed by a collaborative team, development opportunities, and the chance to make a real impact, not just for your team, but for the clients and customers we serve.

Our typical shift pattern involves: Monday to Sunday between 8 AM - 10 PM, on a rotational basis.

Salary: TT $competitive

Please note. This position is based at our site in the Port of Spain, Trinidad & Tobago.

Your role can include, but isn’t limited to:

• Lead and coach a team of inbound CSAs to meet service and performance goals.
• Monitor KPIs (NPS, AHT, CSAT, QA, Service Level) and implement improvement plans.
• Handle escalated customer issues with professionalism and empathy.
• Conduct regular coaching sessions, team huddles, and performance reviews.
• Oversee scheduling, attendance, and shift adherence.
• Deliver training for new hires and ongoing development for existing staff.
• Collaborate with workforce management and other departments to optimize operations.
• Maintain accurate records and generate performance reports for leadership.

We’re looking for a confident, experienced leader who can guide a team to success while maintaining a calm, customer-focused approach.

If you’re passionate about performance, love coaching others, and thrive in a fast-paced environment, this role could be a great fit if you possess the following skills:

• 3–5 years in a call centre environment, with at least 2 years in a leadership role.
• Strong leadership, coaching, and communication abilities.
• Proficient in CRM systems, call centre tools, and performance reporting.
• Skilled in analysing KPIs and driving improvements.
• Able to manage escalations and foster a customer-first culture.
• Strong organisational and time management skills.
• Experience with training, onboarding, and team development.
• Flexible to support shift work, weekends, and evolving business needs.

• Full training & support.
• Well-being with Ky (onsite counselling).
• Free gym membership to Sky Gym*.
• Sick Pay*.
• Health insurance*.
• 24/7 Employee Assistance Programme & Wellness Hub.
• Birthday holiday (after 3 consecutive months of employment). 
• Nationwide retail discounts via Medicare*.
• 'Refer a Friend' scheme.
• Opportunities to progress your career with us (more than 90% of advancement and promotions come from our internally developed talent pool).
• Access to our Learning & Development Talent SPA.
• ‘Employee of the Month’ Awards.
• Regular fun team-building sessions.
• A diverse & inclusive working environment.

*available post 6-month probationary period.

As an Equal Opportunity and Disability Confident Committed Employer, we pride ourselves on ensuring our recruitment process is inclusive and accessible. We hire local talent and offer a range of employment opportunities designed to fit a variety of lifestyles.

When you join #theAteam, we will welcome you into an inclusive, diverse, and fun environment where; delivering excellent customer service, career development, recognition and fun Fridays are the norm.

As an employer, we are committed to the well-being of our colleagues. Our continued efforts to support mental health awareness in the workplace is underpinned by our colleague-focused well-being initiatives, including an internal team of trained Mental Health First Aiders (MHFAs), 24/7 access to external Employee Assistance Programmes (EAPs), our colleague well-being Hub and comprehensive health insurance.

We’re proud, active members of the Mental Health Charter because we understand how important it is that our colleagues maintain a healthy work-life balance as part of their mental health well-being. We know that people do their best work when they feel their best.

We’ll tell you all about it during your interview!