The Senior Contact Centre Manager plays a pivotal role in driving the performance, transformation, and strategic direction of our customer service operations. Reporting to the Head of Contact Centre (Singapore), this role provides leadership across teams and functions to deliver seamless, customer-centric experiences at scale. The incumbent will lead high-impact initiatives, optimize operational frameworks, and enhance the contact centre's readiness for future growth and digital evolution. Strategic & Operational Leadership Support the Head of Contact Centre in executing the overall service strategy and roadmap for Singapore and regional operations. Lead the planning and delivery of contact centre operations, ensuring SLAs, KPIs, and customer satisfaction benchmarks are consistently met or exceeded. Oversee and lead a contact centre team comprising at least 15 customer service agents through Team Leaders and functional leads, ensuring alignment across voice, chat, and email channels and meeting agreed SLAs. Oversee daily operations through Team Leaders and functional leads, ensuring alignment across voice, chat, and email channels. Drive best practices and scalable service models in collaboration with internal stakeholders across Ops, Tech, and Client Services. Data-Driven Performance Management Own the performance dashboard for key metrics such as AHT, FCR, CSAT, NPS, and service level adherence. Analyse operational trends and lead root cause investigations, translating insights into continuous improvement plans. Present operational updates, insights, and business cases to senior leadership and external partners when required. Workforce & People Development Lead, mentor, and grow a team of Team Leaders, Coaches, and frontline agents, fostering a culture of accountability, learning, and engagement. Work with HR to build a strong talent pipeline, career progression structure, and employee retention strategy. Champion leadership development and succession planning initiatives within the contact centre team. Innovation & Transformation Identify and lead initiatives related to automation, AI-assisted service, and self-service enhancements. Partner with technology teams to implement new tools and platforms that improve agent productivity and customer outcomes. Support the Head of Contact Centre in business continuity planning, remote workforce enablement, and scalability strategies. Compliance & Quality Assurance Ensure operational processes are compliant with internal governance, data protection regulations (e.g. PDPA), and audit requirements. Implement robust quality assurance programs to monitor and elevate service standards. Manage escalations effectively and ensure feedback loops are established to prevent recurrence. Job Requirements: Bachelor's degree in Business Communications, or related discipline. Minimum 8-10 years of experience in contact centre leadership roles, including 3-5 years in a mid-level management capacity. Demonstrated ability to manage high-volume, multi-channel contact centre environments with large teams. Strong expertise in service delivery strategy, workforce management, and process transformation. Familiarity with contact centre and CRM platforms (e.g., Salesforce, Genesys, NICE, Zendesk). Excellent interpersonal, stakeholder management, and change leadership skills. Data-literate and confident in using metrics to drive action and influence decision-making. We are part of HMI Ltd. By applying for this role, you consent to us sharing your application with entities within the HMI Group. Show more Show less