Assistant Manager, Contact Centre (Operations & Projects)

Dynamic Human Capital Pte Ltd; Singapore; On-site; SGD 60,000 - 100,000; Full time

Job summary

Dynamic Human Capital Pte Ltd is seeking a capable Operations and Project Manager to help shape workforce planning and optimise resource deployment in a fast-paced call centre environment.

You will drive process improvements, lead cross-functional projects from concept to delivery, and monitor risks to ensure timely, on-budget outcomes. Strong analytical and communication skills are essential for data-driven decision-making and stakeholder collaboration.

Qualifications

• Degree required with 2-3 years in operations/project management in a call centre.
• Strong analytical capabilities and attention to detail.
• Excellent verbal and written communication.
• Ability to initiate and drive projects independently.

Responsibilities

• Partner with management to develop workforce planning strategies.
• Drive continuous improvement by reviewing workflows and implementing best practices.
• Lead and coordinate departmental projects from planning through execution.
• Monitor milestones, manage risks, and implement corrective actions.
• Analyze operational data and prepare reports for service performance and resource utilization.
• Collaborate with internal stakeholders to align operational priorities.
• Champion quality, compliance, and customer-centric practices.
• Undertake additional responsibilities as directed by Senior Management.

Skills

Communication skills

Analytical skills

Project management

Call centre experience

Education

Bachelor's degree or higher

Tools

Microsoft Office

Outlook

Excel

Word

PowerPoint

Job description

Job Description

• Partner with management to develop and implement workforce planning strategies that ensure optimal staffing levels and effective deployment of resources to meet evolving operational demands.
• Drive continuous improvement initiatives by reviewing workflows, identifying opportunities for greater efficiency, and implementing innovative solutions and best practices to enhance service quality and productivity.
• Lead and coordinate departmental projects from planning through execution, ensuring timely delivery, budget adherence, and successful achievement of project objectives.
• Monitor project milestones, manage risks proactively, and implement corrective actions to keep initiatives on track.
• Analyze operational data and prepare meaningful reports that provide insights into service performance, resource utilization, and project outcomes, supporting data-driven decision-making.
• Collaborate closely with internal stakeholders and cross-functional teams to align operational priorities, strengthen partnerships, and achieve shared organizational goals.
• Champion quality, compliance, and customer-centric practices by ensuring adherence to relevant regulations, standards, and service excellence frameworks.
• Undertake additional responsibilities and strategic assignments as directed by Senior Management.

Job Requirements

• Degree with 2 - 3 years of operations/ project management in a call centre environment. Proficient in using Microsoft Office applications, including Outlook, Excel, Word, and PowerPoint.
• Excellent verbal and written communication abilities.
• Possesses strong analytical skills to handle complex issues, with the capability to collect, organize, analyze, and process information accurately and with attention to detail.
• Competent in initiating, delivering, and driving projects independently.