Senior Contact Centre Operations Leader (24/7, Gov-Ready)

Private Advertiser; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A private organization in Singapore is seeking experienced candidates for a contact centre management role. The ideal candidate should have 7–10 years of operational experience in contact centres, along with prior management of 24/7 operations. Key responsibilities include overseeing manpower planning, managing escalations, and interfacing with the NParks operations team. Candidates must demonstrate governance experience in regulated environments. This position is currently for candidate identification only, with no immediate employment offer.

Qualifications

• Minimum 7–10 years of contact centre operations experience.
• Prior management of 24/7 operations is beneficial.
• Exposure to government or regulated environments preferred.

Responsibilities

• Oversee manpower planning and rostering.
• Manage escalations and service recovery.
• Interface with the NParks operations team.
• Operate in high-urgency, incident-driven environments.

Skills

Contact centre operations experience

SLA and KPI management

Incident and escalation handling

Client-facing governance and reporting

Education

COPC CX certification or similar

Lean Six Sigma (Green Belt or above)

ITIL / Service Management background

ISO 9001 / Quality Management experience

Job description

A private organization in Singapore is seeking experienced candidates for a contact centre management role. The ideal candidate should have 7–10 years of operational experience in contact centres, along with prior management of 24/7 operations. Key responsibilities include overseeing manpower planning, managing escalations, and interfacing with the NParks operations team. Candidates must demonstrate governance experience in regulated environments. This position is currently for candidate identification only, with no immediate employment offer.