Operations Lead, Public Service Contact Centre

NEA National Environment Agency; Singapore; On-site; SGD 54,000 - 78,000; Full time

Job summary

NEA National Environment Agency in Singapore is seeking a capable operations professional to monitor the performance of our outsourced contact centre across calls, email and digital channels, ensuring smooth day-to-day operations and reliable, citizen‑centric service.

You will collaborate with internal teams and the service partner to uphold service standards, track KPIs and SLAs, coordinate incident responses, manage operational issues and prepare clear updates for stakeholders.

Qualifications

• Experience in contact centre or service operations is a plus.
• Detail-oriented with the ability to track multiple workstreams simultaneously.

Responsibilities

• Monitor outsourced contact centre performance and response times across channels.
• Coordinate with the vendor to ensure adherence to SOPs and SLAs.
• Assist in incident management, issue tracking and preparation of operational updates.

Skills

Data analysis

Stakeholder management

Communication

Job description

NEA National Environment Agency in Singapore is seeking a capable operations professional to monitor the performance of our outsourced contact centre across calls, email and digital channels, ensuring smooth day-to-day operations and reliable, citizen‑centric service.

You will collaborate with internal teams and the service partner to uphold service standards, track KPIs and SLAs, coordinate incident responses, manage operational issues and prepare clear updates for stakeholders.