A logistics firm is looking for a Manager, Live Chat Experience (1-year contract)
Your new company
A logistics firm is looking for a Manager, Live Chat Experience (1-year contract)
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
- 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
What you'll need to succeed
Your previous experience in a similar role will lead to your success, as you will ideally have:
- 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
- Experience in live chat implementation from 0:1 and developing live chat customer experience journey
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
