Job Description

Please help shortlist 1–2 suitable candidates who broadly meet the following:

Core Experience

  • Minimum 7–10 years of contact centre operations experience
  • Prior experience managing 24/7 operations
  • Exposure to government, public-sector, or regulated environments preferred

  • Hands-on experience in:

  • SLA and KPI management

  • Incident and escalation handling
  • Client-facing governance and reporting

Credentials / Professional Background
Any one (or more) of the following would be suitable:

  • COPC CX Standard (or similar service governance exposure)
  • Lean Six Sigma (Green Belt or above)
  • ITIL / Service Management background
  • ISO 9001 / quality management leadership experience

(Note: COPC-equivalent qualifications are acceptable; it does not need to be COPC specifically.)

Role Expectations

  • Ability to oversee manpower planning an...

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