Senior Operations Manager
4 days ago
The National Library Board is seeking a highly skilled and experienced Senior Operations Manager to join our Corporate Communications team. As a key member of the team, you will be responsible for managing the Quality Service Management function for the Communicable Diseases Agency Planning Office (CDA PO).
This role requires a deep understanding of service quality management principles and excellent communication skills to effectively liaise with stakeholders and vendors. You will work closely with the PSD or appointed intermediary to engage vendors for call and email management during business as usual (BAU) and outbreaks.
Key Responsibilities
You will be responsible for:
- Liaising with PSD or appointed intermediary on engagement of vendor to manage calls and emails during BAU and outbreaks
- Setting up systems for logging, triaging, and responding to enquiries
- Developing workflows and processes
- Developing FAQs database to facilitate first-line response to enquiries
- Developing operations plan to manage public enquiries during outbreaks
- Managing day-to-day interactions with vendor, handling complex cases for both calls and emails, curating FAQs for website chatbot and vendor
- Handling data analytics for monthly reporting
- Training the vendor's trainers on queries handling
Requirements
To be successful in this role, you will need a minimum tertiary qualification in business administration, customer experience management, public relations, marketing communications, or a related field, and at least 5 years of experience in managing call centre operations, driving service quality initiatives, and responding to public enquiries and feedback. Strong problem-solving capabilities, excellent written and communication skills, and a customer-centric approach are essential qualities for this role.
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