Assistant Manager, Contact Centre (Operations & Projects)

• Partner with management to develop and implement workforce planning strategies that ensure optimal staffing levels and effective deployment of resources to meet evolving operational demands.
• Drive continuous improvement initiatives by reviewing workflows, identifying opportunities for greater efficiency, and implementing innovative solutions and best practices to enhance service quality and productivity.
• Lead and coordinate departmental projects from planning through execution, ensuring timely delivery, budget adherence, and successful achievement of project objectives.
• Monitor project milestones, manage risks proactively, and implement corrective actions to keep initiatives on track.
• Analyze operational data and prepare meaningful reports that provide insights into service performance, resource utilization, and project outcomes, supporting data-driven decision-making.
• Collaborate closely with internal stakeholders and cross-functional teams to align operational priorities, strengthen partnerships, and achieve shared organizational goals.
• Champion quality, compliance, and customer-centric practices by ensuring adherence to relevant regulations, standards, and service excellence frameworks.
• Undertake additional responsibilities and strategic assignments as directed by Senior Management.

Job Requirements

• Degree with 2 - 3 years of operations/ project management in a call centre environment. Proficient in using Microsoft Office applications, including Outlook, Excel, Word, and PowerPoint.

• Excellent verbal and written communication abilities.

• Possesses strong analytical skills to handle complex issues, with the capability to collect, organize, analyze, and process information accurately and with attention to detail.

• Competent in initiating, delivering, and driving projects independently.

HOW TO APPLY:

We would like to invite interested applicants to submit their resume to [email protected] or by clicking the "Apply Now" button.

We regret to inform that only shortlisted candidates will be notified. All applications will be treated with the strictest confidence.

Lim Runting

Registration number R1332371

EA License: 12C6253