Location
singapore
Posted
June 06, 2026
Commute
Local Area
Local Opportunity Near You!
This job is in your area. Enjoy a short commute and work close to home.
Job Description
- Support the planning, coordination, and execution of daily operational activities to ensure service delivery meets agreed SLAs.
- Monitor operational workflows, queue performance, call routing, and agent productivity.
- Participate in the design, documentation, and implementation of operational processes, SOPs, and improvement initiatives.
- Assist in identifying system/tool requirements and support the optimization of contact centre platforms and processes.
- Monitor customer experience, analyse customer feedback, and recommend improvements.
- Support the implementation of service delivery models aligned to client requirements and business needs.
- Track service delivery performance metrics (SLAs, KPIs, WFM outputs) and highlight areas that require intervention.
- Collect and analyse data from service delivery channels (human, digital, self-service, automated).
- ...