Operations & Projects Lead, Contact Center

Recruit Express Pte Ltd; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Recruit Express Pte Ltd in Singapore is seeking a capable Operations and Projects Manager to drive workforce planning, streamline processes, and lead critical departmental initiatives.

The role focuses on managing daily contact centre operations, coordinating cross-functional projects, and delivering data-driven reports to senior management, while ensuring quality, compliance, and service excellence.

Qualifications

• At least a tertiary degree from a recognized university.
• Preferably 2–3 years of operations/project management in a call centre environment.
• Proficient in using Microsoft Office applications (Outlook, Excel, Word, PowerPoint).

Responsibilities

• Oversee daily Contact Centre operations, including inbound/outbound calls, chat, email, and other channels.
• Monitor call volume, queue times, and resource allocation to maintain service levels.
• Prepare and present monthly performance metrics to senior management.
• Coordinate with internal and external departments to support crisis management or emergency response activities.
• Collaborate with IT and vendors to resolve technical issues.

Skills

MS Office

Operations management

Project management

Call centre experience

Education

Tertiary degree

Tools

CRM systems

Telephony systems

Job description

Recruit Express Pte Ltd in Singapore is seeking a capable Operations and Projects Manager to drive workforce planning, streamline processes, and lead critical departmental initiatives.

The role focuses on managing daily contact centre operations, coordinating cross-functional projects, and delivering data-driven reports to senior management, while ensuring quality, compliance, and service excellence.