1 year Call Centre Manager (Live Chat Experience) #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:

Email: [Confidential Information]

Telegram: @Angie_TL

Whatsapp: +65 96272860

Angela Teh Ling Wei

(CEI No.R1104464)

Recruit Express Pte Ltd

EA License No. 99C4599