Senior Contact Centre Operations & Workforce Lead

RECRUIT EXPRESS PTE LTD; Singapore; On-site; SGD 33,000 - 56,000; Full time

Job summary

RECRUIT EXPRESS PTE LTD in Singapore is seeking an Operations Manager to oversee daily contact centre operations and workforce planning at the Jurong East site.

You will supervise staff rosters and leave planning, monitor service standards and operational performance, and conduct call and email audits, with a focus on improving outcomes. Strong stakeholder skills and reporting ability are essential; healthcare experience is a plus. Office hours in a full-time role.

Qualifications

• Relevant experience in contact centre, customer service or operations management.
• Experience supervising staff and managing service performance.
• Strong stakeholder and communication skills.
• Analytical with ability to prepare operational reports.
• Healthcare experience is advantageous.

Responsibilities

• Support daily contact centre operations and workforce planning
• Manage staff rosters and leave planning
• Monitor budgets, service standards and operational performance
• Conduct call and email audits
• Review staff performance and track improvement plans
• Resolve complex customer feedback and escalated cases
• Lead quality and service-improvement projects
• Prepare monthly performance reports for management

Skills

Contact centre operations

Staff supervision

Stakeholder communication

Performance analytics

Healthcare experience

Job description

RECRUIT EXPRESS PTE LTD in Singapore is seeking an Operations Manager to oversee daily contact centre operations and workforce planning at the Jurong East site.

You will supervise staff rosters and leave planning, monitor service standards and operational performance, and conduct call and email audits, with a focus on improving outcomes. Strong stakeholder skills and reporting ability are essential; healthcare experience is a plus. Office hours in a full-time role.