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 is seeking an experienced Operations and Projects Lead in Singapore to drive workforce planning, monitor performance, and coordinate cross-functional teams for service excellence. You will manage schedules, budgets, risks, and reporting across daily contact centre activities.

The role requires strong communication, stakeholder management, and the ability to implement best practices to improve productivity and customer experience.

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 channels.
• Ensure 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.
• Implement strategies to enhance customer experience and satisfaction.
• Coordinate with IT and vendors to resolve technical issues.
• Prepare and present monthly performance metrics to senior management.
• Coordinate with internal/external departments to support crisis management or emergencies.
• Align projects with department goals and act as liaison for stakeholders.
• Ensure resource availability and mitigate high-level risks.
• Maintain documentation and data submission to management and relevant parties.

Skills

Operations management

Project management

Data analysis

Communication skills

Education

Bachelor's degree

Tools

Microsoft Office

CRM systems

Telephony systems

Job description

Recruit Express Pte Ltd is seeking an experienced Operations and Projects Lead in Singapore to drive workforce planning, monitor performance, and coordinate cross-functional teams for service excellence. You will manage schedules, budgets, risks, and reporting across daily contact centre activities.

The role requires strong communication, stakeholder management, and the ability to implement best practices to improve productivity and customer experience.