General Manager (East/5 days) Ref: JY

BUSINESS EDGE PERSONNEL SERVICES PTE LTD; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

A leading recruitment agency based in Singapore is seeking an experienced Senior Manager to oversee contact centre operations. This role demands strategic leadership, client relationship management, and a proven track record in sales and business development. Candidates should possess a degree in Business Management and 3+ years in senior management roles. The position requires excellent decision-making and organizational skills, with a focus on achieving performance targets and optimizing operational efficiency.

Qualifications

• 3+ years in senior management roles.
• Proven track record in sales and business development.
• Experience in contact centre/BPO operations.

Responsibilities

• Develop and implement operational and financial plans.
• Ensure smooth delivery of contact centre services.
• Achieve SLAs, KPIs, and client contract requirements.
• Build and maintain strong client relationships.

Skills

Strategic leadership

Client relationship management

Sales negotiation

Decision-making

Education

Degree in Business Management or equivalent

Tools

Advanced analytics tools

Job description

Responsibilities

• Provide strategic leadership by developing and implementing operational and financial plans, setting performance targets, and overseeing overall contact centre operations.
• Ensure smooth delivery of inbound, outbound, email, chat, and back-office services while optimizing staffing, scheduling, and workflow efficiency.
• Achieve and exceed SLAs, KPIs, and client contract requirements through continuous performance monitoring and data-driven decision-making.
• Build and maintain strong client relationships, manage escalations, and participate in client reviews, audits, and contract discussions.
• Oversee budgeting, forecasting, cost control, and account profitability while identifying new revenue and business development opportunities.
• Lead sales sourcing efforts, negotiate contracts and renewals, and support proposal development and pricing.
• Manage workforce planning, recruitment, coaching, and development to cultivate a high-performance and positive workplace culture.
• Drive process improvements, technology adoption, automation, and system optimization across operations.
• Ensure compliance with ISO standards, SOPs, regulatory requirements, and oversee quality assurance programs and audits.
• Implement risk mitigation strategies, maintain business continuity plans, and manage escalation protocols during operational challenges.

Requirements

• Degree in Business Management or equivalent.
• 3+ years in senior management roles.
• Experience in contact centre/BPO operations and advanced analytics tools.
• Strong decision-making, problem-solving, and multitasking skills.
• Proven track record in sales, contract negotiation, and business development.
• Excellent organizational, interpersonal, and leadership abilities.

Yee Jie Ling Jaslin (R1440114)
Business Edge Personnel Services Pte Ltd (96C4864)