Assistant Manager/ Manager (Contact Centre – Ops Management)

[What the role is]

You will play a key role in monitoring outsourced contact centre performance, ensuring smooth day-to-day operations, and contributing to the delivery of reliable and citizen-centric services. You will work closely with internal teams and service partners to ensure service standards are met, operational issues are resolved promptly, and a consistent customer experience is delivered.

[What you will be working on]

• Monitor daily operations of NEA's outsourced contact centre across multiple service channels, including calls, email and digital platforms, tracking performance metrics such as response time, backlog and handling time, and flagging deviations early
• Work closely with the service partner to ensure adherence to service standards, SOPs and workflows, monitoring vendor performance against KPIs and SLAs and following up on gaps
• Coordinate responses when service issues arise, including during peak demand or disr...