Financial: 

• Own and manage the ICC operational budget, including:
• Circa 20 HQ-based staff
• Circa 150-250 site-based operational personnel
• Ensure cost-effective workforce deployment through optimised attendance, reduced absenteeism, and efficient replacement fulfilment.
• Drive operational efficiencies and cost control across contact centre and ground operations.
• Support overall business unit performance through maximising workforce utilisation and minimising service disruption.

Customer:

• Act as the central coordination hub between Business Units, Demand Planning, and Transport.
• Deliver high-quality service to internal stakeholders through accurate, timely, and transparent workforce deployment and communication.
• Provide real-time visibility, escalation management, and issue resolution across the organisation.
• Lead a high-volume, 24/7 contact centre managing all inbound and outbound operational communications.
• Ensure accurate capture, validation, and dissemination of workforce data across stakeholders.
• Maintain real-time coordination of operational changes, disruptions, and requirements.

Process:

• Own the end-to-end workforce deployment lifecycle, from planning validation through to execution on the ground. 
• Establish, govern, and continuously improve ICC SOPs, controls, and operating frameworks. 
• Oversee workforce mobilisation across multiple sites daily. 
• Ensure employees: 
  • Follow assigned rosters 
  • Board correct buses 
  • Arrive on time to assigned locations
• Ensure adherence to processes covering: 
  • Shift allocation and deployment 
  • Attendance tracking and compliance 
  • Transport boarding accuracy 
  • Replacement and backfill management 
• Manage real-time replacement planning and execution to ensure uninterrupted service delivery. 

Innovation:

• Lead the digital transformation of the ICC, embedding a data-driven operating model. 
• Identify and eliminate non-value-add activities, driving process standardisation and optimisation at scale. 
• Implement and optimise technologies including: 
  • Workforce management systems 
  • Real-time attendance and tracking solutions 
  • Automated communication platforms 
  • Operational dashboards and analytics tools 
• Leverage advanced analytics and predictive insights to anticipate absenteeism, demand fluctuations, and operational risks. 
• Drive automation and continuous improvement to manage high transaction volumes efficiently and accurately. 
• Designing, practicing and delivering complex Business continuity planning across a range of serious scenarios including Flood/Fire/War/Contagious Outbreak 

Selection Criteria:

• Minimum of 10 years of experience in operations, workforce management, logistics, or contact centre leadership.
• Proven experience managing large-scale, high-volume, time-critical operations.
• Strong background in contact centre operations and/or workforce deployment models.
• Bachelor’s degree in Business Administration, Operations Management, or related field.
• Advanced degree (MBA or equivalent) preferred.
• Strong leadership capability across centralised and field-based teams.
• Advanced analytical capability with strong data-driven decision-making skills.
• Experience with workforce technologies, real-time tracking systems, and operational analytics platforms.
• Excellent stakeholder management, communication, and problem-solving skills.