Call Center Operations Lead & Process Improvements

recruit express pte ltd; Singapore; On-site; SGD 36,000 - 60,000; Full time

Job summary

Recruit Express Pte Ltd is seeking a diligent operations support specialist to help run daily channel operations, manage inquiries and escalations, and document resolutions. You will collaborate with internal teams to improve processes and maintain records for reviews.

This role focuses on providing reliable, timely support to keep channel activities efficient and compliant. As the first point of contact for channel issues, you will coordinate with stakeholders, prepare operational reports, and

Qualifications

• Support the execution of daily channel operations, ensuring smooth handling of inquiries, escalations, and issue resolutions.
• Act as the first point of contact for channel-related issues, ensuring timely resolution and escalation when necessary. Develop responses for clearance with the Service Transformation & Planning Team.
• Troubleshoot operational problems, document cleared responses, and maintain a knowledge base for future reference.
• Collaborate with the Quality Assurance Specialist to implement process improvements and support training initiatives.
• Provide feedback to the team lead regarding recurring challenges and opportunities for improving processes.
• Maintain accurate and up-to-date records of operations activities and provide administrative support to the team.
• Communicate and coordinate with internal and external stakeholders to address operational challenges.
• Assist in preparing reports and metrics for internal reviews and meetings.

Responsibilities

• Support the execution of daily channel operations, ensuring smooth handling of inquiries, escalations, and issue resolutions.
• Act as the first point of contact for channel-related issues, ensuring timely resolution and escalation when necessary. Develop responses for clearance with the Service Transformation & Planning Team.
• Troubleshoot operational problems, document cleared responses, and maintain a knowledge base for future reference.
• Collaborate with the Quality Assurance Specialist to implement process improvements and support training initiatives.
• Provide feedback to the team lead regarding recurring challenges and opportunities for improving processes.
• Maintain accurate and up-to-date records of operations activities and provide administrative support to the team.
• Communicate and coordinate with internal and external stakeholders to address operational challenges.
• Assist in preparing reports and metrics for internal reviews and meetings.

Job description

Recruit Express Pte Ltd is seeking a diligent operations support specialist to help run daily channel operations, manage inquiries and escalations, and document resolutions. You will collaborate with internal teams to improve processes and maintain records for reviews.

This role focuses on providing reliable, timely support to keep channel activities efficient and compliant. As the first point of contact for channel issues, you will coordinate with stakeholders, prepare operational reports, and