Job Description

We are seeking a highly motivated and experienced Operation & Resourcing Manager to lead strategic process improvement and manpower planning initiatives within our call centre operations. This pivotal role will drive operational efficiency, enhance customer experience, and leverage technology to transform workflows. The successful candidate will also be responsible for maintaining accurate staff sizing models and managing manpower resources to ensure optimal capacity and performance. This is a key leadership position that will shape the future of our operational strategy.


Your Role

  • Lead end-to-end process enhancement initiatives across call centre operations.

  • Conduct comprehensive reviews of existing workflows to identify opportunities for increased efficiency, improved quality, and enhanced customer experience.

  • Evaluate and implement automation and digitalization solutions, including AI/ML technologies, to streamline operation...

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