Ops Manager, Customer Experience (1 year contract) @ Geylang Bahru

PERSOL; Singapore; On-site; SGD 90,000 - 130,000; Part time

Job summary

PERSOL is seeking an Operations Centre Lead in Singapore to manage a team and oversee customer appointment calls, database updates, job scheduling, and contractor deployment. You will collaborate with customers, contractors, and agencies to ensure smooth execution and issue resolution.

The role requires 8 years of relevant experience, strong IT/system capabilities, and proven leadership. Proficiency in Power BI, CRM systems, and MS Office is essential for effective data analysis and reporting.

Qualifications

• Degree
• 8 years of experience in relevant scope of work
• Strong IT and system capability, with experience developing dashboards, tools, and digital solutions that support business operations
• Proven leadership and influencing skills, with ability to drive change across diverse team
• Excellent analytical, problem-solving and critical thinking skills
• Familiarity with workplace tools (e.g. MS excel, MS powerpoint, Power BI, CRM systems)
• Detail oriented and comfortable juggling multiple tasks
• Curious, analytical, and eager to learn
• Proactive and confident taking ownership in a small team
• Collaborative, communicative, and reliable

Responsibilities

• Lead a team and manage all Operation Centre activities such as calling of customers for appointments, updating of database, job scheduling, manpower planning and deployment of contractors
• Work closely with cross functional teams and various stakeholders including customers, contractors, agencies and ensure effective execution of works and resolution of issues
• Track and analyse trends to spot issues, opportunities, and improvement areas
• Maintain various databases for management reporting
• Generate various reports including proactive analysis on possible escalation issues before it occurs
• Familiar with various IT systems tools (eg CRM systems, PowerApps etc), MS Office applications etc and comfortable to handle voluminous data
• Any other duties as assigned

Skills

Leadership

Analytical thinking

Problem solving

Change management

Data-driven

Collaboration

Communication

Education

Degree

Tools

Power BI

CRM systems

MS Excel

MS PowerPoint

Job description

Leading Utilities Group company

Duration: 1 year, extendable/convertible

Working Location: Kallang Sector (May be required to attend to issues at site (Tengah) if necessary)

Working hours: 08.30am – 6.00pm (Monday to Friday), Will be required to work beyond 6pm and during weekends when necessary, eg during peak period

About the role

Lead a team and manage all the Operation Centre activities within a leading utilities group. You will oversee calling of customers for appointments, updating of database, job scheduling, manpower planning and deployment of contractors. Work closely with cross functional teams and various stakeholders including customers, contractors, and agencies to ensure effective execution of works and resolution of issues.

Key responsibilities

• Lead a team and manage all Operation Centre activities such as calling of customers for appointments, updating of database, job scheduling, manpower planning and deployment of contractors

• Work closely with cross functional teams and various stakeholders including customers, contractors, agencies and ensure effective execution of works and resolution of issues

• Track and analyse trends to spot issues, opportunities, and improvement areas

• Maintain various databases for management reporting

• Generate various reports including proactive analysis on possible escalation issues before it occurs

• Familiar with various IT systems tools (eg CRM systems, PowerApps etc), MS Office applications etc and comfortable to handle voluminous data

• Any other duties as assigned

About you

• Degree

• 8 years of experience in relevant scope of work

• Strong IT and system capability, with experience developing dashboards, tools, and digital solutions that support business operations

• Proven leadership and influencing skills, with ability to drive change across diverse team

• Excellent analytical, problem-solving and critical thinking skills

• Familiarity with workplace tools (e.g. MS excel, MS powerpoint, Power BI, CRM systems)

• Detail oriented and comfortable juggling multiple tasks

• Curious, analytical, and eager to learn

• Proactive and confident taking ownership in a small team

• Collaborative, communicative, and reliable

Contact number: 81 194