Operations Lead - Contact Centre & Vendor Partnerships

Tech; Singapore; On-site; SGD 42,000 - 72,000; Full time

Job summary

The National Environment Agency (NEA) seeks a role focused on monitoring outsourced contact centre performance to ensure smooth day-to-day operations and reliable citizen-centric services. You will work with internal teams and partners to meet service standards and resolve issues promptly.

You will track KPIs, coordinate remediation, and help prepare operational updates and public communications, contributing to continuous service improvements for Singapore’s public services.

Qualifications

• Fresh graduates welcome; up to 3 years of experience preferred.
• Detail-oriented and well-organised with ability to manage multiple workstreams.
• Comfortable with data, metrics and translating findings into actions.
• Clear, confident written and verbal communication; good stakeholder skills.
• Proactive, adaptable, able to work in a dynamic environment.
• Passionate about delivering good public services.

Responsibilities

• Monitor daily operations of outsourced contact centre across multiple channels.
• Track performance metrics (response time, backlog, handling time) and flag deviations.
• Coordinate with service partners to meet KPIs and SLAs; follow up on gaps.
• Coordinate responses to service disruptions; assist incident management and recovery.
• Maintain trackers and document issues and follow-up actions.
• Support updates, reporting, and public communications; assist campaign planning.

Skills

Data interpretation

Stakeholder management

Communication

Attention to detail

Proactive mindset

Job description

The National Environment Agency (NEA) seeks a role focused on monitoring outsourced contact centre performance to ensure smooth day-to-day operations and reliable citizen-centric services. You will work with internal teams and partners to meet service standards and resolve issues promptly.

You will track KPIs, coordinate remediation, and help prepare operational updates and public communications, contributing to continuous service improvements for Singapore’s public services.