Monitoring Operations Manager

WSH Experts Pte Ltd; Singapore; On-site; SGD 45,000 - 78,000; Full time

Job summary

WSH Experts Pte Ltd is seeking a hands-on Supervisor to lead a customer-service team, ensuring continuous coverage, efficient rostering, and prompt escalation of incidents. You will oversee monitoring, conduct coaching, and maintain service quality across shifts.

You will coach staff, monitor performance, prepare reports, liaise with clients, and uphold confidential information handling while working with digital tools and video calls.

Qualifications

• Minimum Diploma in Business Administration or a related discipline.
• At least 3 years of supervisory or management experience in customer service, call centre, contact centre, feedback management or service operations.

Responsibilities

• Lead and manage a team providing monitoring and customer-support services.
• Plan manpower rosters and ensure continuous service coverage during operational hours, including weekends and Public Holidays.
• Supervise the monitoring of system alerts and ensure prompt follow-up with customers through phone calls and video calls.
• Ensure cases are attended to, investigated, escalated and closed within required service timelines.
• Manage incidents, non-compliance cases and operational issues in accordance with established procedures.
• Monitor staff attendance, performance, service quality, documentation and compliance with Standard Operating Procedures.
• Conduct team briefings, coaching, quality checks and refresher training.
• Prepare operational reports, incident reports, monthly management reports and performance updates.

Skills

Team leadership

Customer service

Roster management

Education

Diploma in Business Administration

Tools

Microsoft Office

Job description

Job Description

Lead and manage a team providing monitoring and customer-support services.
Plan manpower rosters and ensure continuous service coverage during operational hours, including weekends and Public Holidays.
Supervise the monitoring of system alerts and ensure prompt follow-up with customers through phone calls and video calls.
Ensure cases are attended to, investigated, escalated and closed within required service timelines.
Manage incidents, non-compliance cases and operational issues in accordance with established procedures.
Monitor staff attendance, performance, service quality, documentation and compliance with Standard Operating Procedures.
Conduct team briefings, coaching, quality checks and refresher training.
Prepare operational reports, incident reports, monthly management reports and performance updates.
Plan for staff absenteeism and replacements to ensure uninterrupted operations.
Liaise with the client and internal management team on operational matters, feedback, service improvements and performance requirements.
Ensure proper handling of confidential information, records and customer communications.

Job Requirement

• Minimum Diploma in Business Administration, Customer Service, Operations Management or a related discipline.
• At least 3 years of supervisory or management experience in customer service, call centre, contact centre, feedback management or service operations.
• Experience in managing a team operating on roster or extended working hours will be an advantage.
• Strong customer-service orientation, communication and conflict-management skills.
• Able to handle urgent cases calmly, make sound decisions and follow escalation procedures.
• Proficient in Microsoft Office applications and comfortable using digital systems, video-call applications and reporting platforms.
• Willing to attend relevant service, operations and industry-related training.