Operations Manager (Call Center | Project-Renowned Sports Brand)

Intellipro Singapore Pte. Ltd.; Petaling Jaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading operations management company in Petaling Jaya is seeking an Operations Manager skilled in leadership and analytics to support project management for a renowned sports brand. You'll be responsible for defining project scope, managing resources, and implementing process enhancements to boost efficiency. The role demands proficiency in customer experience management and powerful tools like Zendesk and Salesforce. Ideal candidates must possess strong interpersonal and problem-solving skills while being organized and efficient.

Qualifications

• Efficient and organized leader with strong skills in time management, analytical thinking, and problem‑solving.
• Experienced in leading teams and driving motivation.
• Skilled in forecasting, financial analysis, and inbound/outbound operations.

Responsibilities

• Support the CDM in day-to-day management and strategic planning.
• Define project scope, objectives, and deliverables.
• Implement process enhancements to increase productivity.

Skills

Leadership

Time management

Analytical skills

Problem-solving

Communication

Tools

Zendesk

Salesforce

JIRA

Job description

Operations Manager (Call Center | Project-Renowned Sports Brand)

Support the CDM in day-to-day management and strategic planning.

Define and clarify project scope, objectives, and deliverables.

Recommend and implement process enhancements to increase overall team productivity and operational efficiency.

Coordinate internal stakeholders and resources to ensure seamless project execution.

Forecast and manage resource requirements aligned with project objectives.

Develop and monitor project budgets in accordance with scope and staffing needs.

Partner with Recruitment to forecast workforce needs and initiate hiring for required roles.

Ensure proper resource allocation and readiness throughout the project lifecycle.

Measure performance using relevant tools and KPIs to drive continuous improvement.

Provide leadership, motivation, coaching, and professional development for team members.

Deliver regular project updates to stakeholders, including progress, risks, changes, and strategic recommendations.

Serve as the primary escalation point for complex product inquiries, customer issues, and complaints.

Analyze performance data to identify trends, gaps, and opportunities for enhancement.

Prepare and present QBR/MBR reporting, including strategic insights and process recommendations.

Escalate challenges or critical issues to management when necessary.

Build and maintain strong relationships with clients and internal stakeholders.

Conduct regular 1-on-1 sessions and team meetings to continuously improve TL performance and leadership effectiveness.

Requirements

Highly efficient and organized leader with strong time management, analytical, and problem‑solving skills.

Experienced in leading teams, driving motivation, and communicating clearly and transparently.

Skilled in forecasting (including Erlang C), financial analysis, and both inbound/outbound operations.

Brings solid expertise in CX, eCommerce, GDPR compliance, and CSAT improvement, supported by strong interpersonal abilities and a resourceful, solution‑driven mindset.

Proficient in tools such as Zendesk, Salesforce, OMS systems, JIRA, Kount, etc.

Application Questions

• What's your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years of experience do you have as a Contact Centre Operations Manager?
• Which of the following languages are you fluent in?