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.