Operations Coordinator

Position Summary

The operations Coordinator is responsible for supporting and coordinating the day-to-day operational activities of the Contact Centre. The role ensures the contact centre operates efficiently, meets service level targets, and delivers a high standard of citizen/customer service in line with the Ministry’s objectives. The coordinator acts as the bridge between frontline agents, supervisory management and supporting functions (e.g., workforce planning, quality assurance, IT, training).

Key Responsibilities

• Monitor and coordinate the contact centre workflows: call volumes, email/chat enquiries, service level agreements (SLAs), agent schedules and shift adherence.
• Support the forecasting and scheduling of agents, in coordination with workforce planning, to meet required staffing levels and minimise idle time or over-utilisation.
• Track, collect and analyse operational data (e.g., call volumes, average handle time, abandon rate, first-contact resolution) and prepare regular reports for management with actionable insights.
• Assist in the revision and implementation of standard operating procedures (SOPs), process flows and contact centre policies to improve efficiency and quality of service.
• Provide operational support to team leads and agents: respond to escalations, assist with real-time monitoring (e.g., queue statuses, service-level breaches), and ensure escalation protocols are followed.
• Liaise with other departments (IT, training, quality, CRM/system support) to ensure that tools, systems and resources used by the contact centre are functioning correctly and are optimised.
• Contribute to quality assurance and continuous improvement initiatives: review agent performance metrics, identify training needs, highlight process gaps and propose solutions.
• Maintain and update operational documentation, logs and dashboards; ensure accuracy and timeliness of data.
• Ensure compliance with relevant guidelines, regulations and confidentiality requirements (particularly given the public sector / governmental environment).
• Support ad-hoc projects related to contact centre enhancements (e.g., new channel integration, self-service implementation, automation) as required by the Ministry.
  
  

Minimum Requirements:

• Bachelor’s degree in business administration, Management, Communications, or related field.
• 3-5 years of experience in a contact centre operations role (public sector or large service organisation preferred).
• Experience working with operational metrics, dashboards and reporting.
• Strong knowledge of contact centre systems and tools (e.g., CRM, telephony, workforce management software) is an advantage.