Call Centre Business Process Operations Lead

4 days ago

East Region, Singapore CERTIS GROUP - GHR Full time $90,000 - $120,000 per year

Job Summary:

We are seeking a results-driven and experienced professional to support the management of business process operations for our call centre projects. The ideal candidate will assist in ensuring efficient project execution, high service quality, and continuous operational improvement. Preference will be given to candidates with prior experience in supporting the set up and scaling call centre operations.

Key Responsibilities:

·       Support the setup and operationalisation of new call centres, including infrastructure, systems, recruitment, and process design.

·       Assist in managing call centre projects to ensure delivery within defined timelines and scope.

·       Coordinate daily operations, covering resource planning, workflow optimisation, and cross-functional collaboration.

·       Track and report on performance to support SLAs and customer satisfaction targets.

·       Provide guidance and coordination to project teams, including issue escalation and staff engagement.

·       Handle project administration such as documentation, procurement, and reporting.

·       Participate in site visits and stakeholder meetings to strengthen client and frontline engagement.

·       Act as a supporting liaison with clients to align operational goals and resolve issues.

·       Support change management initiatives, project transitions, and workflow innovations to enhance service delivery and quality.

Preferred Qualifications:

·       Degree from a recognized institution with at least 3 years of relevant work experience, preferably in outsourced services

·       Proven experience in setting up and operationalizing call centre environments, including systems, teams, workflows and leading a team

·       Strong project management and people leadership skills.

·       Excellent communication and stakeholder engagement abilities.

·       Ability to thrive in a dynamic and fast-paced environment.

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