Call Centre Manager (Live Chat Experience) #JTL

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

Interested candidates please send in your resume to:
Topaz Liang Huimin (CEI No. R1104500), email to: [email protected]
EA License No: 99C4599