Center Operations & Customer Experience Lead

NK EDU (FARRER PARK) PTE. LTD.; Singapore; On-site; SGD 55,800 - 89,280; Full time

Job summary

NK EDU (FARRER PARK) PTE. LTD. in Singapore is seeking a dedicated individual to oversee the management of customer contact center operations. The role involves developing and implementing curriculum and programs, managing staff recruitment and training, and ensuring quality assurance in all customer interactions. The ideal candidate will have strong leadership skills, experience in performance management, and a commitment to enhancing the customer experience while achieving business objectives.

Qualifications

• Experience in managing a customer contact center.
• Strong skills in curriculum and program development.
• Proven track record in staff recruitment and coaching.

Responsibilities

• Monitor and oversee center services by the external operator.
• Lead the management team to enhance customer experience.
• Ensure quality assurance and compliance in customer interactions.

Skills

Customer service management

Curriculum development

Staff training and development

Performance management

Resource planning

Sales and marketing

Tools

CRM

Telephony systems

Workforce management (WFM)

Job description

NK EDU (FARRER PARK) PTE. LTD. in Singapore is seeking a dedicated individual to oversee the management of customer contact center operations. The role involves developing and implementing curriculum and programs, managing staff recruitment and training, and ensuring quality assurance in all customer interactions. The ideal candidate will have strong leadership skills, experience in performance management, and a commitment to enhancing the customer experience while achieving business objectives.