Assistant Manager/ Manager (Contact Centre – Ops Management)
Core
Monitor outsourced contact centre performance and ensure smooth day-to-day operations for reliable, citizen-centric services.
Role type
Assistant Manager/Manager, Operations Management
Builds
Citizen-centric public services via contact centre channels
Domain
Public Sector / Contact Centre Operations
Deliverable
dashboards & analysis
Required skills
operational monitoring, KPI/SLA tracking, incident management, stakeholder liaison, data interpretation, report preparation
Preferred skills
contact centre experience, service operations background, campaign planning support
Responsibilities
Monitor daily operations across calls, email, and digital platforms; track performance metrics (response time, backlog, handling time); coordinate responses to service issues and disruptions; liaise with internal divisions and service partners; prepare operational updates and reporting; support campaign planning and public communications.
Seniority
Junior to Mid-level, hands-on IC