Operations Manager (Contact Centre)

AGAPE CP HOLDINGS PTE. LTD.; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

A leading operational management firm in Singapore is seeking an experienced operations manager to oversee day-to-day activities and manage teams. Responsibilities include monitoring service levels, conducting quality assurance, and generating operational reports. The ideal candidate holds a degree and has at least 2 years of relevant experience, including strong skills in people management and customer relationship management. This role offers a dynamic work environment with opportunities for professional growth.

Qualifications

• Minimum degree holder with at least 2 years of relevant experience.
• Proven experience in people management, customer relationship management, and project management.
• Ability to effectively communicate and engage with senior leadership and peers.

Responsibilities

• Manage day-to-day operations and train teams to achieve service levels.
• Monitor transactions and liaise with the Quality team for quality assurance.
• Delegate workflow to Team Leaders and forecast operational needs.
• Generate operational health reports for management.
• Conduct planning and monitoring of assigned campaigns.

Skills

People management

Customer relationship management

Project management

Effective communication

Knowledge of Contact Centre Management tools

Education

Degree holder

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.