The Operations Manager is responsible for the overall leadership, performance, and governance of the 24/7 Contact Centre (CC). This role oversees end-to-end CC operations, service quality, client relationship management, and contractor coordination to ensure reliable, compliant, and high-performing service delivery across all accounts.

The Operations Manager works very closely with the Head of CC to translate strategic direction into day-to-day operational execution, ensuring alignment in service standards, performance expectations, resource planning, and continuous improvement initiatives.

The role requires an experienced CC professional with strong people leadership, client management capability, and the ability to manage contractors and service partners operating under contractual and SLA-driven environments.

Key Responsibilities:

Overall Operations & Service Governance:

• Provide overall management and leadership of the 24/7 CC operations, ensuring uninterrupted service coverage
• Ensure compliance with contractual requirements, service standards, quality benchmarks and internal governance frameworks
• Oversee incident management, service recovery, and business continuity arrangements for the CC.

Contact Centre Performance Management:

• Lead and manage CC supervisors and frontline teams, ensuring adequate staffing, rostering and capability across all shifts
• Monitor and manage KPIs such as response time, call handling time, first-contact resolution, case closure rates, and service quality scores
• Analyse operational data and trends to identify risks, service gaps, and improvement opportunities
• Drive continuous improvement initiatives to enhance efficiency, service quality, and customer experience.

Client Relationship Management:

• Serve as the primary operational point of contact for clients on CC matters
• Manage client expectations, service delivery performance, and operations communications
• Conduct regular service reviews, performance reporting, and follow-up on client feedback or concerns
• Support audits, reviews, and operational meeting related to CC services

Contractor & Vendor Management:

• Oversee the coordination and performance of contractors and service providers deployed through the CC
• Ensure contractors comply with contractual terms, service levels, escalation procedures, and safety requirements
• Manage contractor communication, issue resolution, and performance feedback in a professional and structured manner
• Work closely with procurement, contracts, and technical teams to resolve contractor-related service issues

People Leadership & Capability Development:

• Lead, mentor and develop supervisors and team leads to ensure consistent operational leadership across shifts
• Build a high-performing, disciplined, and customer-focused CC culture
• Identify training needs and support capability development in customer service, system usage, escalation handling, and incident management
• Manage performance issues in accordance with HR policies and organisational standards

Risk, Compliance & Incident Management:

• Ensure proper case documentation, audit trails, and reporting are maintained
• Manage high-risk, sensitive, or escalated incidents, including after-hours and emergency situations
• Ensure compliance with data protection, information security, safety, and regulatory requirements relevant to CC operations
• Support internal and external audits, investigations, and management reviews

Stakeholder & Cross-Functional Coordination

• Work closely with FM operations, technical teams, safety, quality, IT and management to ensure aligned service delivery
• Act as a key connector between clients, contractors and internal operations teams
• Support organisational initiatives related to digitalisation, service transformation, and operational excellence

Job Requirements:

• Diploma or Degree in Business, Operations Management, Facilities Management, or a related discipline is preferred
• Minimum 5 years of relevant experience in CC operations, with 3 years in a supervisory or managerial role
• Proficient in CC systems, including telephony, call routing, and call recording platforms
• Working knowledge of case management or CRM systems for logging, tracking and closing service requests.
• Strong understanding of CC KPIs, SLA monitoring, and performance dashboards
• Strong verbal and written communication skills, with the ability to engage clients, contractors and internal team effectively
• Sound judgement and decision-making ability, especially when managing escalations and time-critical situations
• Good stakeholder management skills, with the ability to manage differing expectations professionally
• Strong organisational and coordination skills to manage multiple cases, priorities, and stakeholders concurrently
• Problem-solving mindset with the ability to analyse issues and drive practical resolutions
• Resilient and composed under pressure in a 24/7 operational environment

Employment Type: 2-years contract (Renewable/Convertible) with benefits
Working Location: Northwest - Woodlands