Customer Service Operations & Analytics Specialist

Monee; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

Monee is seeking a Customer Service Operations Manager in Singapore to lead workforce management, data analytics, and performance improvements for the customer service team. The role focuses on forecasting, scheduling, and daily monitoring to ensure efficient resource allocation and smooth operations.

You will leverage analytics to drive improvements in operational performance and customer experience while tracking KPIs aligned with business objectives.

Qualifications

• Bachelor’s Degree and above in any field.
• Strong written and verbal communication skills.
• Good working knowledge of MS Office (Excel, PowerPoint).
• Prior experience in contact centre support role or similar is a plus.
• Prior experience in banking / financial services is a plus.

Responsibilities

• Responsible for the management of various Customer Service support functions such as workforce management, data analytics, and performance improvement
• Drive the planning and implementation of new projects and initiatives to achieve continuous improvement in ops productivity, customer experience, and risk management
• Manage the workforce management function from end-to-end, including forecasting, scheduling, and daily monitoring to ensure smooth operations and efficient allocation of resources for the Customer Service team
• Leverage data analytics to generate actionable insights for the Customer Service team to improve operational performance and customer experience
• Monitor and analyse key performance metrics to ensure achievement of KPIs and business objectives for the Customer Service team

Skills

Communication skills

Data analytics

WFM thinking

Education

Bachelor’s Degree

Tools

MS Office

Job description

Monee is seeking a Customer Service Operations Manager in Singapore to lead workforce management, data analytics, and performance improvements for the customer service team. The role focuses on forecasting, scheduling, and daily monitoring to ensure efficient resource allocation and smooth operations.

You will leverage analytics to drive improvements in operational performance and customer experience while tracking KPIs aligned with business objectives.