Assistant Operations Manager, CX

Responsibilities

• Manage a team of 50-80 agents and team leads on a day-to-day basis
• Track and manage ticket queues to ensure nothing falls through the cracks
• Monitor team performance and step in early when targets are at risk
• Handle escalations and make on-the-ground calls without waiting to be told
• Run regular check-ins, coach underperformers, and recognise good work
• Make sure shift coverage, workload, and resources are properly planned
• Keep workflows and processes consistent across the team
• What you'll need to succeed:
• At least 3 years of experience managing teams in a contact centre or operations environment
• Comfortable owning a busy ticket queue and keeping backlogs under control
• Strong people manager. You follow through, give clear direction, and hold the team accountable
• Organised and steady under pressure
• Able to read basic performance data and act on it
• Open to shift work, including night shifts
• Based in or willing to relocate to our JB office. Singapore-based candidates are welcome to apply - you'll be expected to be onsite at our JB office at least 3 days a week
• Position Details:
• Job Location: Infinity8 Reserve Mid Valley Southkey, Level 28
• Job Arrangement: Onsite
• Working Hours: Rotational Shift (including night shifts)
• Built for Real Life, Designed for What's Next
• At Castlery, we've spent over a decade building a brand people love by designing furniture for real life - durable, beautiful, and made to keep up with change.
• Now, we're focused on what's next: scaling with care, crafting better experiences, and growing a team that's as intentional as our design philosophy.
• If you believe that good homes create good lives, come build with us.

Additional Information

We're rethinking homes for how people really live, and we're looking for an Assistant CX Operations Manager to join our Customer Experience team to help shape the future of living - one thoughtful detail at a time. You'll be the main point of contact between the frontline team and senior management - keeping daily operations tight so the bigger picture work can move forward.

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