Director of Contact Centre Operations

Michael Page International Pte Ltd; Singapore; On-site; SGD 100,000 - 140,000; Full time

Job summary

Michael Page International Pte Ltd is recruiting a senior operations leader to oversee end-to-end contact centre operations in Singapore. You will drive efficiency, service excellence, and consistency across channels, ensuring alignment with business goals.

You will monitor SLAs, KPIs, CSAT and QA standards, lead a team of contact centre professionals, and implement strategies to elevate customer experience and service quality while managing budgets and resource planning.

Responsibilities

• Oversee end-to-end contact centre operations to ensure efficiency, service excellence, and operational consistency.
• Develop and implement strategies to elevate customer satisfaction, experience, and service quality.
• Monitor performance metrics (SLAs, KPIs, CSAT, QA standards) and drive continuous improvement initiatives.
• Lead, mentor, and manage the contact centre team to achieve operational targets and service objectives.
• Collaborate with cross-functional departments to ensure alignment between contact centre activities and broader business goals.
• Ensure full compliance with industry standards, regulatory requirements, and internal policies.
• Manage operational budgets, workforce planning, and resource allocation to optimise performance.

Job description

Michael Page International Pte Ltd is recruiting a senior operations leader to oversee end-to-end contact centre operations in Singapore. You will drive efficiency, service excellence, and consistency across channels, ensuring alignment with business goals.

You will monitor SLAs, KPIs, CSAT and QA standards, lead a team of contact centre professionals, and implement strategies to elevate customer experience and service quality while managing budgets and resource planning.