Customer Service Team Lead (1 year) #FR - TAMPINES

Your new company
A logistics firm is looking for a Manager, Live Chat Experience (1-year contract)

Rotating shifts: 8.30 - 6pm or 2.30 - 11pm

Your new role

• Lead the strategic design and operationalization 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

• 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

What you'll need to succeed

Your previous experience in a similar role will lead to your success, as you will ideally have:

• A recognised diploma
• Two (2) years of supervisory experience in a customer service/contact centre environment.

• Able to work rotating shifts (including Sat, Sun and Public Holidays) in accordance with Hotline Operating Hours

What you'll get in return

You will be given the chance to continuously grow in the company due to the expanding business entity, whilst being a part of the team in the growing business.

What you need to do now

If you're interested in this role, click apply now to forward an up-to-date copy of your CV, or call Francesca at Hays on +65 6027 2257 or email [Confidential Information] for a confidential discussion. Referrals are welcome.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

EA Reg Number: R1660446

EA License Number: 07C3924

Company Registration No: 200609504D