Operations Manager (Contact Centre)

AGAPE CP HOLDINGS PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading service management company in Singapore is looking for a dedicated team manager to oversee daily operations and ensure service quality. The ideal candidate has a degree, at least 3 years of experience in people management, and strong communication skills. Responsibilities include team training, performance reporting, and client liaison. This role offers a chance to lead a dynamic team in a fast-paced environment.

Qualifications

• Minimum degree holder with at least 2 years of relevant experience.
• At least 3 years of proven experience in people management.
• Good knowledge of Contact Centre Management tools and technology.

Responsibilities

• Responsible for day-to-day operations, training, and management of teams.
• Conduct regular transaction monitoring and liaise with Quality team.
• Ensure follow-up actions address gaps in staff competency.
• Delegate workflow to Team Leaders and forecast operational needs.
• Generate Operational Health reports to Head of Operations.

Skills

People management

Customer relationship management

Project management

Effective communication

Education

Degree holder

Tools

Contact Centre Management tools

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 3 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.