Monitoring Operations Manager

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.