Senior Manager - Integrated Control Centre

Role overview

Financial and customer responsibilities

• Manage the ICC budget and drive cost-effective deployment, workforce utilisation, reduced absenteeism, and efficient replacement fulfilment.
• Coordinate business units, demand planning, and transport; provide timely communications, real-time visibility, escalation management, and issue resolution.
• Lead high-volume inbound and outbound operational communications and ensure workforce data is captured, validated, and shared accurately.

Process and innovation

• Own workforce deployment from planning validation through execution; govern SOPs and controls for shifts, attendance, transport boarding, and replacements.
• Oversee daily workforce mobilisation across sites and ensure employees follow rosters, board correct buses, and arrive at assigned locations.
• Lead digital transformation and process improvement using workforce systems, attendance tracking, automated communications, dashboards, and analytics.
• Use predictive analytics to anticipate absenteeism, demand changes, and operational risks; automate high-volume processes.
• Design, practise, and deliver business continuity plans for flood, fire, war, and contagious outbreak scenarios.

Selection criteria

• At least 10 years of experience in operations, workforce management, logistics, or contact centre leadership.
• Proven experience managing large-scale, high-volume, time-critical operations and a strong background in contact centre operations and/or workforce deployment.
• Bachelor’s degree in Business Administration, Operations Management, or a related field; an MBA or equivalent is preferred.
• Strong leadership across centralised and field teams, advanced analytical and data-driven decision-making skills, and experience with workforce technologies, real-time tracking, and operational analytics.
• Excellent stakeholder management, communication, and problem-solving skills.