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

RECRUIT EXPRESS PTE LTD; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

A leading recruitment firm in Singapore is seeking a Service Delivery Lead to oversee the live chat service channel. The role involves leading the design and operationalisation, conducting analysis of customer service operations, and developing training programmes for agents. Candidates should have 3-5 years of experience in customer service operations, strong leadership skills, and project management capabilities.

Qualifications

• 3-5 years of experience in service delivery and/or customer service operations.
• At least 2 years in live chat or digital customer support.
• Proven leadership and team management experience.

Responsibilities

• Lead the strategic design and operationalisation of the live chat service channel.
• Conduct comprehensive analysis of current customer service enquiry management operations.
• Design enhanced service delivery models and establish operational frameworks.

Skills

Leadership

Project Management

Customer Service Operations

Digital Customer Support

Education

GCE 'O' levels

Job description

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

In order to apply, please send your updated resume to:

Email: [e-mail]

Telegram: @Angie_TL

Whatsapp: [phone]

Angela Teh Ling Wei

(CEI No.R1104464)

Recruit Express Pte Ltd

EA License No. 99C4599