Contact Centre Livechat Manager - UP $5000 + Bonus, 1 Year, Paya Lebar

RecruitFirst; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A recruiting agency in Singapore is seeking a Contact Centre Livechat Manager to lead the strategic design and operationalization of the live chat service. The ideal candidate will have 3-5 years of experience in customer service operations, including 2 years in live chat support. Key responsibilities include improving service delivery and managing training for Live Chat Agents. This role offers a salary of up to $5000 with a completion bonus and a 1-year contract.

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.

Responsibilities

• Lead the design of the live chat service channel.
• Conduct analysis and identify improvement opportunities.
• Develop training programmes for Live Chat Agents.

Skills

Service delivery

Customer service operations

Live chat management

Team mentoring

Education

GCE 'O' levels

Job description

Contact Centre Livechat Manager - UP $5000 + Bonus, 1 Year, Paya Lebar

RecruitFirst is hiring! You will be outsourced to:

Job Details:

• Location: Paya Lebar
• Salary: Up to $5000 Basic + 1 Month Completion Bonus
• Duration: 1 Year Contract Extendable/Convertible
• Working hours: Mon to Fri 8:30am to 6pm

Job Scope:

• Lead the strategic design and operationalization 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

Interested applicants, please send your resume to *************@recruitfirst.co or click here to apply now. All applications will be treated with strictest confidentiality. We regret that only shortlisted candidates will be notified. Thank you.