Head Of Service And Operation Support(Contact Centre)

[Job ID: 1634626] Responsibilities Manage daily call centre operations, including resource planning, equipment sourcing, and strategy execution Develop and implement operational strategies to improve service levels, efficiency, and customer satisfaction Conduct needs assessments, performance reviews, and cost-benefit analyses Set, track, and achieve KPIs such as response time, service level, sales, and quality standards Ensure accurate documentation and timely updates of communications, records, and data Monitor call quality through random audits to minimise errors and improve performance Oversee recruitment processes, including drafting job advertisements and coordinating with HR Evaluate staff performance, identify training needs, and organise development programmes Analyse operational data and prepare performance reports for management Resolve complex customer complaints and escalations effectively Plan workforce scheduling, including shift patterns and headcount allocation Coach, motivate, and retain team members to maintain high engagement and performance Support the Customer Service Director in driving process alignment initiatives Lead and support projects such as new product or technology implementations Demonstrate hands-on leadership by actively supporting team operations when required Requirements Bachelor’s degree in Business Administration, Operations Management, Customer Service, or related field 6–10 years of experience in customer service or call centre operations At least 3–5 years of managerial or leadership experience Proven track record in managing KPIs such as service level, response time, customer satisfaction, and quality metrics Experience in workforce planning, performance management, and operational reporting To Apply, please kindly email your updated resume to cv_gary@goodjobcreations.com.sg Please kindly refer to the Privacy Policy of Good Job Creations for your reference: https://goodjobcreations.com.sg/en/privacy-policy/ We regret that only shortlisted candidates will be notified. However, rest assured that all applications will be updated to our resume bank for future opportunities. EA Personnel Name: Gary Ho Cheng Xuan EA Personnel Reg. No.: R1549767 EA License No.: 07C5771