Assistant Manager/ Manager (Contact Centre – Ops Management)

NEA National Environment Agency; Singapore; Presencial; SGD 54.000 - 78.000; Jornada completa

Descripción de la vacante

NEA National Environment Agency in Singapore is seeking a capable operations professional to monitor the performance of our outsourced contact centre across calls, email and digital channels, ensuring smooth day-to-day operations and reliable, citizen‑centric service.

You will collaborate with internal teams and the service partner to uphold service standards, track KPIs and SLAs, coordinate incident responses, manage operational issues and prepare clear updates for stakeholders.

Formación

• Experience in contact centre or service operations is a plus.
• Detail-oriented with the ability to track multiple workstreams simultaneously.

Responsabilidades

• Monitor outsourced contact centre performance and response times across channels.
• Coordinate with the vendor to ensure adherence to SOPs and SLAs.
• Assist in incident management, issue tracking and preparation of operational updates.

Conocimientos

Data analysis

Stakeholder management

Communication

Descripción del empleo

Job Description Summary

You will play a key role in monitoring outsourced contact centre performance, ensuring smooth day-to-day operations, and contributing to the delivery of reliable and citizen-centric services. You will work closely with internal teams and service partners to ensure service standards are met, operational issues are resolved promptly, and a consistent customer experience is delivered.

What you will be working on

• Monitor daily operations of NEA's outsourced contact centre across multiple service channels, including calls, email and digital platforms, tracking performance metrics such as response time, backlog and handling time, and flagging deviations early


• Work closely with the service partner to ensure adherence to service standards, SOPs and workflows, monitoring vendor performance against KPIs and SLAs and following up on gaps


• Coordinate responses when service issues arise, including during peak demand or disruptions, supporting incident management and service recovery efforts


• Track and coordinate the resolution of operational issues, escalated cases and aged cases, maintaining accurate operational trackers and ensuring proper documentation of issues and follow-up actions


• Liaise with internal divisions to clarify operational issues and facilitate communication between the vendor and internal teams to ensure alignment


• Support the preparation of operational updates and reporting, and contribute to campaign planning, drafting of FAQs and public-facing communications over time


• Help stress-test public communications to ensure clarity and effectiveness

What we are looking for

• Fresh graduates and those with up to three years of experience are welcome to apply


• prior experience in contact centre or service operations will be an advantage


• Detail-oriented and well-organised, with the ability to manage operational records and track multiple workstreams simultaneously


• Comfortable working with data and performance metrics, with the ability to interpret data and translate findings into actionable recommendations


• A clear and confident communicator, both written and verbal, with good stakeholder management skills


• Proactive and adaptable, with the ability to work in a dynamic environment and respond to evolving operational needs


• Genuinely passionate about delivering good public services and committed to service excellence

As part of the shortlisting process for this role, you may be required to complete a medical declaration and/or undergo further assessment.

The Singapore Public Service plays a key role in the economic growth, progress and stability of Singapore by formulating and implementing government policies, as well as providing key public services. Whether you are a fresh graduate joining the workforce or an experienced professional, the Singapore Public Service offers a great variety of job opportunities for you. The work in the Public Service can be broadly categorised into the following sectors: Economic, Social, Security & External Relations, and Administration & Corporate Development. Be part of the team that shapes the future of Singapore.