Call Centre Team Manager (UP$5000) Office hours

RecruitFirst Pte. Ltd; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading outsourcing firm in Singapore is seeking an experienced professional to lead the live chat service design and operationalisation. The ideal candidate has 3-5 years of experience in customer service operations and strong leadership capabilities. Responsibilities include mentoring staff, designing service delivery models, and managing live chat sessions. The role offers a salary of Up$5000 per month plus a one-month completion bonus.

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 live chat service channel.
• Conduct comprehensive analysis of current customer service operations.
• Design enhanced service delivery models and define performance indicators.
• Develop training programmes for Live Chat Agents.

Skills

Leadership

Project management

Customer service operations

Digital customer support

Education

GCE 'O' Levels

Job description

Overview

RecruitFirst is hiring. You will be outsourced to, Location: PLQ (Paya Lebar) Duration: 1 year (extendable) Working hours: mon-fri, 830am-6pm Salary: Up$5000 + 1 month completion bonus

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

Qualifications

• Minimally GCE \u0027O\u0027 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

Interested applicants, please send your resume to [e-mail] or WhatsApp Leonard at 97997717.

We regret to inform you that only shortlisted candidates will be notified.

Leonard Lim Guan Hean
Outsourcing Team
RecruitFirst Pte Ltd
E.A. 13C6342