Assistant Manager - Contact Centre Operations & Projects

recruit express pte ltd; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Recruit Express Pte Ltd in Singapore is seeking a capable Operations and Project Manager to oversee daily contact centre activities, lead cross-functional projects, and ensure service levels are met. You will partner with management to develop staffing strategies and drive efficiency initiatives.

The role requires a tertiary degree and 2–3 years in operations or project management within a call centre setting, with strong Microsoft Office skills and the ability to coordinate with IT, vendors,

Qualifications

• At least a tertiary degree from a recognized university.
• Preferably 2 - 3 years of operations/ project management in a call centre environment.
• Proficient in using Microsoft Office applications, including Outlook, Excel, Word, and PowerPoint.

Responsibilities

• Oversee daily Contact Centre operations, including inbound/outbound calls, chat, email, and other communication channels.
• Ensure strict adherence to operational policies and procedures.
• Monitor call volume, queue times, and resource allocation to maintain service levels.
• Analyze performance reports to identify areas for improvement and implement corrective actions.
• Collaborate with IT and vendors to resolve technical issues.
• Assist in preparing and presenting monthly performance metrics to senior management.
• Coordinate with internal and external departments to support crisis management or emergency response activities.
• Align projects with the department’s or hospital’s long-term goals and objectives.
• Act as the primary liaison for key stakeholders and sponsors.
• Communicate project updates, challenges, and successes at the executive level.
• Ensure the availability of resources to achieve project goals.
• Identify and mitigate high-level risks effectively.
• Provide constructive feedback to project teams to optimize outcomes.
• Support coordination efforts between the Contact Centre and other departments during emergencies or crisis scenarios.
• Ensure proper maintenance, filing, and disposal of forms, documents, and data per hospital policies.
• Regularly update and document Contact Centre procedures.
• Maintain accurate records and compile data for submission to management, MOH, and other relevant parties.

Skills

Microsoft Office (Outlook, Excel, Word

Education

Tertiary degree (or higher)

Job description

Recruit Express Pte Ltd in Singapore is seeking a capable Operations and Project Manager to oversee daily contact centre activities, lead cross-functional projects, and ensure service levels are met. You will partner with management to develop staffing strategies and drive efficiency initiatives.

The role requires a tertiary degree and 2–3 years in operations or project management within a call centre setting, with strong Microsoft Office skills and the ability to coordinate with IT, vendors,