Call Centre Business Process Operations Lead

About Certis

We are a leading security services organisation. We put technology to work in making the world a safer place. Our mission is that as trusted partners, we protect lives and assets, and deliver integrated critical services. By empowering our people, our goal is to enable our communities to stay safe and thrive.
We offer a broad range of opportunities and career pathways for our people to grow and explore their potential. We believe that people, equipped with innovative thinking and technological capabilities will make our world safer, smarter and better.

Life at Certis

If you are a passionate individual looking for opportunities to expand your skills, and purposeful work instead of just a ‘job’, we would love to hear from you.
At Certis, no two days look alike. Our work calendars are filled with chances to collaborate with others, and bring new initiatives to life. Whether you’re looking to improve a process, or have an innovative idea awaiting a technology solution, we want you to bring your ideas to the table.
We are a close-knit team that looks out for each other, works hard to get the job done, and encourages each other to grow – the perfect place for you to grow your career!

Duties & Responsibilities

Job Summary:
We are seeking a results-driven and experienced professional to lead and manage business process operations for our call centre projects. The ideal candidate will play a pivotal role in ensuring efficient project execution, high service quality, and continuous operational improvement. Preference will be given to candidates with prior experience in setting up and scaling call centre operations.
Key Responsibilities:

• Lead the setup and operationalisation of new call centres, including infrastructure planning, system implementation, recruitment coordination, and process design.
• Manage the full lifecycle of call centre projects to ensure delivery within the defined timeline, budget, and scope.
• Oversee daily operational activities, including:

            o    Resource planning, scheduling, and deployment

            o    Development and optimization of internal workflows and customer-facing processes

            o    Coordination of cross-functional teams to ensure seamless operations

• Monitor and drive project performance to meet service level agreements (SLAs) and customer satisfaction targets.
• Supervise and provide leadership to project teams, including mentoring, performance management, and issue resolution.
• Manage all aspects of project administration including documentation, procurement, and reporting.
• Conduct regular site visits and stakeholder meetings to strengthen engagement with clients and frontline staff.
• Serve as the primary liaison with clients, ensuring alignment on operational goals and issue resolution.
• Perform ad-hoc responsibilities as assigned, such as acting as project lead during transitions or conducting service quality audits.

Skills & Experience

• Degree from a recognized institution with at least 3 years of relevant work experience, preferably in outsourced services
• Proven experience in setting up and operationalizing call centre environments, including systems, teams, workflows and leading a team
• Strong project management and people leadership skills.
• Excellent communication and stakeholder engagement abilities.
• Ability to thrive in a dynamic and fast-paced environment.

Recognition & Reward

• Unlock Your Growth Potential: Benefit from unparalleled support for your professional development with Certis Corporate University, the first of its kind in Asia.
• Empower Change: Make a lasting impact through innovative initiatives that transform local communities and global industries.
• Join a Culture of Innovation: Be a part of our team of innovators, working together to drive technological advancements towards a Safer, Smarter, And Better tomorrow for all.