Senior Manager - Operations (Helpdesk) - Bukit Merah

About the role

Reporting to the Operations Lead, this full-time Operations, Senior Manager (Helpdesk) role is responsible for overseeing the operations of the 50-man strong helpdesk team (staffed by external vendor) supervising, giving directions to QA manager and Assistant Floor Manager.

1. Manage and coordinate the activities of the helpdesk team to ensure efficient and timely resolution of customer queries and issues
2. Provide leadership, coaching and training to helpdesk staff to develop their skills and knowledge
3. Monitor and analyse key performance metrics to identify areas for improvement and implement corrective actions
4. Collaborate with cross-functional teams to identify and resolve system or process bottlenecks
5. Escalate and communicate critical issues to senior management as needed
6. Continuously seek opportunities to enhance the customer experience and implement process improvements

1. Minimum 5 - 10 years of experience in a call centre or customer service management role, service delivery, helpdesk leadership roles in high volume environment.
2. Strong understanding of helpdesk systems, telephony platforms and CRM Tools (Zendesk, AWS Connect)
3. Strong leadership, high initiative and people management skills with the ability to motivate and develop a team
4. Excellent problem-solving and decision-making skills, with a focus on driving operational efficiency
5. Proficient in data analysis and using key performance indicators to measure and improve team performance
6. Exceptional communication and interpersonal skills to liaise with stakeholders at all levels
7. Experience in large scale operations or similar large scale people management (50 Pax).

This is a 2-year contract with permanent benefits with option to renew (subjected to performance)

Professional development opportunities and career progression