Contact Center Operations & Projects Lead

Recruit Express Pte Ltd; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

Recruit Express Pte Ltd is seeking an Operations Manager to oversee daily Contact Centre operations, including calls, chat, and email. You will manage projects end-to-end, monitor performance, and drive process improvements to ensure service quality and efficient resource use.

The role requires a tertiary degree and 2–3 years in operations or project management within a call centre environment, with strong Office and data reporting skills.

Qualifications

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

Responsibilities

• Oversee daily Contact Centre operations across channels (calls, chat, email).
• Monitor call volume, queue times, and resources to meet service levels.
• Lead and coordinate departmental projects from planning through execution.
• Analyze performance data and prepare reports for senior management.
• Collaborate with internal stakeholders to align operational priorities.
• Ensure adherence to policies, standards, and service quality frameworks.

Skills

Operations management

Project management

Call centre experience

Data analysis

Stakeholder management

Regulatory compliance

Communication

Education

Bachelor's degree or higher

Tools

Microsoft Office

CRM systems

Telephony systems

Job description

Recruit Express Pte Ltd is seeking an Operations Manager to oversee daily Contact Centre operations, including calls, chat, and email. You will manage projects end-to-end, monitor performance, and drive process improvements to ensure service quality and efficient resource use.

The role requires a tertiary degree and 2–3 years in operations or project management within a call centre environment, with strong Office and data reporting skills.