1 Year Call Centre Manager(Live Chat) #EAT

Responsibilities:

Lead the strategic design and operationalisation of the live chat service channel integrating WhatsApp with human agent support
Conduct comprehensive analysis of current customer service enquiry management operations and identify improvement opportunities
Design enhanced service delivery models, establish operational frameworks and requirements, and define performance indicators
Develop user stories, reporting requirements, and knowledge management resources to support live chat operations
Conduct User Acceptance Testing and manage live chat sessions to build operational competencies
Develop and deliver training programmes for Live Chat Agents and establish performance evaluation frameworks and metrics to refine the service model
Personally manage LiveChat sessions to maintain service quality and identify improvement opportunities
Drive continuous improvement initiatives across operational and technological workflows
Mentor and develop the Assistant Lead and team members

Requirements:

Minimally GCE 'O' levels
3-5 years of experience in service delivery and/or customer service operations, with at least 2 years in live chat or digital customer support
Proven leadership and team management experience
Strong project management capabilities with experience managing complex technology implementations

For interested candidates, please send your updated resume:

Whatsapp: +65 96272860

Angela Teh Ling Wei

(CEI No.R1104464)

Recruit Express Pte Ltd

EA License No. 99C4599

See also