Operations Manager (Contact Centre)

Private Advertiser; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A private organization in Singapore is seeking experienced candidates for a contact centre management role. The ideal candidate should have 7–10 years of operational experience in contact centres, along with prior management of 24/7 operations. Key responsibilities include overseeing manpower planning, managing escalations, and interfacing with the NParks operations team. Candidates must demonstrate governance experience in regulated environments. This position is currently for candidate identification only, with no immediate employment offer.

Qualifications

• Minimum 7–10 years of contact centre operations experience.
• Prior management of 24/7 operations is beneficial.
• Exposure to government or regulated environments preferred.

Responsibilities

• Oversee manpower planning and rostering.
• Manage escalations and service recovery.
• Interface with the NParks operations team.
• Operate in high-urgency, incident-driven environments.

Skills

Contact centre operations experience

SLA and KPI management

Incident and escalation handling

Client-facing governance and reporting

Education

COPC CX certification or similar

Lean Six Sigma (Green Belt or above)

ITIL / Service Management background

ISO 9001 / Quality Management experience

Job description

Please help shortlist 1–2 suitable candidates who broadly meet the following:

Core Experience

• Minimum 7–10 years of contact centre operations experience

• Prior experience managing 24/7 operations

• Exposure to government, public-sector, or regulated environments preferred

• Hands-on experience in:

  • SLA and KPI management

  • Incident and escalation handling

  • Client-facing governance and reporting

Credentials / Professional Background

Any one (or more) of the following would be suitable:

• COPC CX (or similar service governance exposure)

• Lean Six Sigma (Green Belt or above)

• ITIL / Service Management background

• ISO 9001 / quality management leadership experience

(Note: COPC-equivalent qualifications are acceptable; it does not need to be COPC specifically.)

Role Expectations

• Ability to oversee manpower planning and rostering

• Authority to manage escalations and service recovery

• Primary interface with the NParks operations team

• Comfortable operating in high-urgency, incident-driven environments

At this stage, we are not making an employment offer yet. The objective is to:

• Identify suitable PM-level candidates from the existing resume pool and

• Prepare a credible PM profile for inclusion in the NParks tender submission.