Contact Centre Team Lead/ Manager

• 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/ Diploma in any relevant discipline
• 3-5 years of experience in service delivery and/or contact centre environment
• Experience managing complex technology implementations
• Experience in live chat or digital customer support advantageous
• Proven leadership and team management experience
• Strong project management capabilities
• Additional Information Required:
• - Reason for leaving previous employment(s)
• - Availability