Ops Manager, Customer Experience (1 year contract) @ Geylang Bahru

Leading Utilities Group company

Duration: 1 year, extendable/convertible

Working Location: Kallang Sector (May be required to attend to issues at site (Tengah) if necessary)

Working hours: 08.30am – 6.00pm (Monday to Friday), Will be required to work beyond 6pm and during weekends when necessary, eg during peak period

About the role

Lead a team and manage all the Operation Centre activities within a leading utilities group. You will oversee calling of customers for appointments, updating of database, job scheduling, manpower planning and deployment of contractors. Work closely with cross functional teams and various stakeholders including customers, contractors, and agencies to ensure effective execution of works and resolution of issues.

Key responsibilities

• Lead a team and manage all Operation Centre activities such as calling of customers for appointments, updating of database, job scheduling, manpower planning and deployment of contractors

• Work closely with cross functional teams and various stakeholders including customers, contractors, agencies and ensure effective execution of works and resolution of issues

• Track and analyse trends to spot issues, opportunities, and improvement areas

• Maintain various databases for management reporting

• Generate various reports including proactive analysis on possible escalation issues before it occurs

• Familiar with various IT systems tools (eg CRM systems, PowerApps etc), MS Office applications etc and comfortable to handle voluminous data

• Any other duties as assigned

About you

• Degree

• 8 years of experience in relevant scope of work

• Strong IT and system capability, with experience developing dashboards, tools, and digital solutions that support business operations

• Proven leadership and influencing skills, with ability to drive change across diverse team

• Excellent analytical, problem-solving and critical thinking skills

• Familiarity with workplace tools (e.g. MS excel, MS powerpoint, Power BI, CRM systems)

• Detail oriented and comfortable juggling multiple tasks

• Curious, analytical, and eager to learn

• Proactive and confident taking ownership in a small team

• Collaborative, communicative, and reliable

Contact number: 81 194

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Tagged as: Excel, Power BI