Operations Manager (Contact Centre)

Agape Connecting People Pte Ltd; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

A leading operation management firm in Singapore seeks an experienced individual to manage day-to-day operations and team management. Responsibilities include producing operational reports, liaising with clients, and conducting training sessions. The ideal candidate should have a degree, 2+ years of relevant experience, and be fluent in Mandarin. This role offers an opportunity to lead teams and drive operational excellence.

Qualifications

• At least 2 years of relevant experience in operations.
• Proven experience in people management and project management.
• Ability to communicate with senior leadership and stakeholders.

Responsibilities

• Manage day-to-day operations and team management.
• Conduct transaction monitoring and quality assurance.
• Delegate workflow and forecast operational needs.
• Prepare operational health reports for management.
• Liaise with clients on campaign issues.
• Conduct training sessions for teams.

Skills

People management

Customer relationship management

Project management

Effective communication

Knowledge of contact centre tools

Fluent in Mandarin

Education

Min. Degree

Job description

Responsible for day‑to‑day operations, training and management of teams to achieve targeted Service Levels.

Conducts regular transaction monitoring and liaise with the Quality team to review calls for the purposes of quality assurance, coaching and training.

Ensure that follow‑up actions are in place to address any gaps in staff competency and weaknesses.

In charge of delegating workflow to Team Leaders and ensure operational needs are forecasted and addressed adequately.

Generate daily, weekly and monthly Operational Health reports to Head of Operations.

To do planning, forecasting, implementing and monitoring of assigned campaigns.

Ensures all standards and procedures are followed and maintained.

Liaise with clients whenever necessary to align campaign‑related issues.

Collate and send monthly campaign performance reports to clients and Agape management.

Collate and present relevant weekly operational health data to Head of Operations and provide suggestions to address operational gaps as well as forecasted load.

Responsible for approving annual leaves of respective CSOs and Team Leaders.

Prepare and conduct daily huddles to cascade timely information to all CSOs.

Attend ad‑hoc Train the Trainer sessions whenever new campaigns are onboarded and must be able to transfer relevant information to CSOs via product training sessions.

Other ad hoc duties as assigned.

Requirements

• Min. Degree holder with at least 2 years of relevant experience.
• At least 2 years of proven experience in people management, customer relationship management and project management.
• Ability to effectively communicate and engage with senior leadership, peers, staff, customers and other stakeholders.
• Good knowledge of Contact Centre Management tools and technology.
• Preferably Mandarin speaking to deal / correspond with Mandarin speaking clientele.