Senior Centre Operations Manager

1 day ago


Singapore NK EDU (FARRER PARK) PTE. LTD. Full time
Job Description

We are seeking an experienced and results-driven Senior Centre Operations Manager to lead our customer experience team at NK EDU (FARRER PARK) PTE. LTD.

About the Role
  • To monitor centre services by external operators and develop strategies to improve performance.
  • To create, plan, and organize curriculum and programs for the centre, ensuring alignment with business objectives.
  • To manage the deployment, professional development, and well-being of staff, fostering a motivated and engaged team.
  • To lead the contact centre management team, driving best-in-class service delivery and exceeding key performance indicators (KPIs).
  • To be responsible for end-to-end customer contact processes, improving efficiency, reducing complaints, and enhancing customer satisfaction scores.
  • To develop and implement continuous improvement plans, applying best practices and employee/customer insights.
Key Responsibilities
  1. Monitor centre services and develop strategies to improve performance.
  2. Create, plan, and organize curriculum and programs for the centre.
  3. Manage the deployment, professional development, and well-being of staff.
  4. Lead the contact centre management team to deliver best-in-class service.
  5. Be responsible for end-to-end customer contact processes.
  6. Develop and implement continuous improvement plans.
Requirements
  • Degree in relevant field or equivalent experience.
  • Proven track record in centre operations management, customer experience, and people leadership.
  • Strong analytical and problem-solving skills, with ability to drive change and improvements.
  • Excellent communication and interpersonal skills, with ability to work collaboratively with stakeholders.
  • Familiarity with CRM, telephony, and WFM systems, with ability to leverage technology to drive operational excellence.
Salary and Benefits

Salary: SGD $120,000 - $180,000 per annum, depending on experience.

Benefits: Comprehensive health insurance, retirement plan, and opportunities for professional growth and development.



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