Asst Contact Center Operations Manager

PERSOL SINGAPORE PTE. LTD.; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

PERSOL Singapore Pte Ltd is seeking a Digital Transformation Lead to steer the modernization of our contact centre. You will shape the product roadmap, partner with IT and vendors, and drive value through innovative technology to improve user experience and efficiency.

Key responsibilities include strategic digital system implementation, daily health checks, department onboarding, and training initiatives. Strong data analytics and Agile experience are essential to succeed in this role.

Qualifications

• Bachelor's degree in business, computer science, or related field.
• Strong analytical and problem-solving abilities with a data-driven approach.
• Proven track record in managing and scaling digital products.
• Familiarity with Agile development methodologies.
• Excellent written and verbal communication skills.

Responsibilities

• Develop and implement strategies for the digital system aligned with the long-term vision of an enhanced contact centre.
• Manage the product roadmap and coordinate with vendors and IT partners for timely enhancements.
• Conduct daily health checks on the digital system to maintain performance and identify gaps.
• Oversee onboarding for departments and ensure their requirements are met within the digital platform.
• Lead training initiatives for new employees on the digital system and maintain training materials.
• Monitor SLAs to ensure compliance and address any discrepancies.

Skills

Product management

Agile methodologies

Data analytics

Stakeholder management

Communication

Education

Bachelor's degree

Job description

Brief Summary:

This position offers an opportunity to lead the digital transformation of a contact centre, enhancing user experience and operational efficiency through innovative technology solutions.

Responsibilities:

• Develop and implement strategies for the digital system, ensuring alignment with the long-term vision of an enhanced contact centre.
• Manage the product roadmap and coordinate with vendors and IT partners to ensure timely delivery of enhancements.
• Conduct daily health checks on the digital system to maintain performance standards and identify operational gaps.
• Oversee the onboarding process for various departments and ensure their requirements are met within the digital platform.
• Lead training initiatives for new employees on the digital system and maintain up-to-date training materials.
• Monitor service level agreements (SLAs) to ensure compliance and address any discrepancies.

Requirements:

• Bachelor\'s degree in business, computer science, or a related field.
• Minimum of 2 years of experience in contact centre operations and/or IT product/project management.
• Strong analytical and problem-solving abilities with a focus on data-driven decision-making.
• Proven track record in managing and scaling digital products.
• Familiarity with Agile development methodologies.
• Excellent written and verbal communication skills.

EA License No.: 01C4394 (PERSOL Singapore Pte Ltd)

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