Operations Team Manager
5500 - 6500 SGDFull-time
V-ELEGANT PTE. LTD.
Job Responsibilities
- Lead and manage a team providing monitoring and customer-support services.
- Plan manpower rosters and ensure continuous service coverage during operational hours, including weekends and Public Holidays.
- Supervise the monitoring of system alerts and ensure prompt follow-up with customers through phone calls and video calls.
- Ensure cases are attended to, investigated, escalated and closed within required service timelines.
- Manage incidents, non-compliance cases and operational issues in accordance with established procedures.
- Monitor staff attendance, performance, service quality, documentation and compliance with Standard Operating Procedures.
- Conduct team briefings, coaching, quality checks and refresher training.
- Prepare operational reports, incident reports, monthly management reports and performance updates.
- Plan for staff absenteeism and replacements to ensure uninterrupted operations.
- Liaise with the client and internal management team on operational matters, feedback, service improvements and performance requirements.
- Ensure proper handling of confidential information, records and customer communications.
Job Requirements
- Minimum Diploma in Business Administration, Customer Service, Operations Management or a related discipline.
- At least 3 years of supervisory or management experience in customer service, call centre, contact centre, feedback management or service operations.
- Experience in managing a team operating on roster or extended working hours will be an advantage.
- Strong customer-service orientation, communication and conflict-management skills.
- Able to handle urgent cases calmly, make sound decisions and follow escalation procedures.
- Proficient in Microsoft Office applications and comfortable using digital systems, video-call applications and reporting platforms.
- Willing to attend relevant service, operations and industry-related training.
- Able to work on weekends and Public Holidays based on operational roster.
Vacancy posted 10 days ago
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