Public Services Ops Coordinator — Contact Centre

Land Transport Authority; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Land Transport Authority in Singapore is seeking a detail-oriented operations professional to monitor outsourced contact centre performance across calls, email, and digital channels. You will work with internal teams and service partners to ensure service standards are met and issues are resolved promptly.

You will track KPIs and SLAs, coordinate responses during peak periods, maintain trackers, prepare updates, and help craft public-facing communications.

Qualifications

• Fresh graduates or those with up to three years of experience welcome.
• Detail-oriented and well-organised, with the ability to manage operational records and track multiple workstreams.
• Comfortable working with data and performance metrics, with the ability to interpret data and translate findings into actionable recommendations.
• A clear and confident communicator, both written and verbal, with good stakeholder management skills.
• Proactive and adaptable, with the ability to work in a dynamic environment and respond to evolving operational needs.
• Genuinely passionate about delivering good public services and committed to service excellence.

Responsibilities

• Monitor daily operations of the outsourced contact centre across multiple service channels, tracking performance metrics such as response time, backlog and handling time, and flagging deviations early.
• Coordinate with the service partner to ensure adherence to service standards, SOPs and workflows, monitoring KPIs and SLAs, and addressing gaps.
• Assist in coordinating responses during peak demand or disruptions, supporting incident management and service recovery efforts.
• Track and coordinate resolution of operational issues, escalated and aged cases, and maintain accurate trackers with proper documentation.
• Liaise with internal divisions to clarify issues and facilitate communication between the vendor and internal teams.
• Assist in preparing operational updates and reporting, and contribute to campaign planning and public-facing communications.

Skills

Detail-oriented

Data literacy

Stakeholder management

Communication skills

Job description

Land Transport Authority in Singapore is seeking a detail-oriented operations professional to monitor outsourced contact centre performance across calls, email, and digital channels. You will work with internal teams and service partners to ensure service standards are met and issues are resolved promptly.

You will track KPIs and SLAs, coordinate responses during peak periods, maintain trackers, prepare updates, and help craft public-facing communications.