Call Centre Manager

Job Description

Job Summary

The Call Centre Manager oversees end-to-end L3IVCS system operations, ensuring system availability, fault resolution, and service continuity.

Responsibilities | CORE

• Provide strategic direction in managing fault resolution, coordinating with Telco providers, overseas line operators, and system contractors to minimise downtime and service disruption.
• Drive performance management through robust KPI governance, operational reporting, and data-driven insights to support senior management decision-making.
• Optimise workforce planning, productivity, and resource allocation to achieve service level targets and cost efficiency.
• Champion continuous improvement initiatives, root cause analysis, and system enhancements aligned with organisational strategy.
• Oversee budget planning, project evaluation (ROI, cost savings/avoidance), and operational readiness for new initiatives or service launches.
• Establish governance frameworks, processes, and performance scorecards to strengthen operational control and accountability.
• Lead, develop, and inspire teams to deliver high performance, service quality, and stakeholder satisfaction.
• Act as the key escalation and reporting point to Management and clients, presenting monthly operational reviews and strategic updates.

Qualifications

Essential Qualifications

• Minimum 5–8 years of experience in Call Centre Operations, Technical Operations, or Service Management.
• Experience managing mission-critical systems and external service providers (Telco/IT vendors).
• Strong analytical and reporting skills with proficiency in performance dashboards and data analysis tools.
• Proven leadership experience managing teams and operational budgets.

Additional Information

We are driven by our AEIOU beliefs—Adventure, Excellence, Integrity, Ownership, and Unity—and we seek individuals who embody these values in both their professional and personal lives. We are committed to our Impact: Valuing our clients, Growing our people, and Creating our future.

Together, we make the extraordinary happen.

Learn more about us at ncs.co and visit our LinkedIn career site.

Scam Alert

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Please note that all official communications from NCS Group will only be sent from verified corporate email addresses. Always check that the sender’s email address ends with the genuine NCS domain, @ncs.com.sg and beware of extra letters, symbols or misspellings. When in doubt, verify the sender’s identity by contacting us at [email protected].