Call Centre Manager

About the role

NCS, a technology services firm operating across the Asia Pacific region, is hiring a Call Centre Manager in Singapore. The manager oversees end-to-end L3IVCS system operations, ensuring system availability, fault resolution and service continuity.

Key responsibilities

• Provide strategic direction on fault resolution, coordinating with Telco providers, overseas line operators and system contractors to minimise downtime.
• Drive performance management through KPI governance, operational reporting and data-driven insights for senior management decisions.
• Optimise workforce planning, productivity and resource allocation to meet service level targets and costs.
• Champion continuous improvement, root cause analysis and system enhancements.
• Oversee budget planning, project evaluation (ROI, cost savings) and readiness for new initiatives.
• Establish governance frameworks, processes and performance scorecards.
• Lead, develop and inspire teams to deliver high performance and service quality.
• Act as escalation and reporting point to management and clients, presenting monthly operational reviews.

Required profile

• Minimum 5-8 years of experience in Call Centre Operations, Technical Operations or Service Management.
• Experience managing mission-critical systems and external service providers such as Telco and IT vendors.
• Proven leadership experience managing teams and operational budgets.

Required skills

• Strong analytical and reporting skills.
• Proficiency in performance dashboards and data analysis tools.