Assistant Operations Manager (Contact Centre)

We are looking for an Assistant Operations Manager to oversee the daily operations of our Contact Centre, focus on frontline team supervision, service performance, staff development and process improvement to ensure efficient operations and quality service delivery.

Key Responsibilities

• Support daily contact centre operations and ensure service standards and response timelines are met.
• Supervise and guide frontline teams, support staff development and coordinate training needs.
• Monitor service requests, case handling, workload distribution and operational performance.
• Manage operational issues, escalations and service delivery challenges.
• Ensure compliance with operational procedures and identify opportunities to improve workflows and efficiency.
• Work closely with customer service, service deployment and training teams to enhance service quality.
• Prepare operational reports, monitor key performance indicators and recommend improvement measures.
• Promote staff engagement, teamwork and a positive working environment.
• Support the implementation of new processes, digital solutions and continuous improvement initiatives.
• Perform other duties as assigned by the Management.

Requirements

• Diploma in Business Administration, Operations Management, Customer Service or a related discipline.
• Minimum 3–5 years of experience in customer service or contact centre operation, preferably with experience in supervising frontline staff or coordinating operational teams.
• Strong leadership, communication, coordination and problem-solving skills.
• Ability to analyse operational performance and manage multiple priorities in a fast-paced environment.
• Familiarity with contact centre systems, case management platforms and service workflows.
• Proficient in Microsoft Office applications, particularly Excel and reporting tools.

*Only shortlisted candidates will be contacted.