Live Chat Experience Manager — Digital CX Transformation
RECRUIT EXPRESS PTE LTD
A complete application in a minute — tailored resume and cover letter, ready to send.
Benefits offered by this job
Job summary
Recruit Express Pte Ltd is hiring a Team Manager for Live Chat Experience in Singapore. You will lead the design and implementation of a live chat service, integrating WhatsApp with human agent support to enhance customer experience.
You will review current operations, develop workflows, KPIs, and reporting, and create training programmes for agents. This is a 1-year contract with a 1-month gratuity upon completion.
Qualifications
- MIN 3–5 years of experience in customer service or service delivery operations.
- MIN 2 years of experience in Live Chat or Digital Customer Support.
Responsibilities
- Lead the design and implementation of the live chat service channel, integrating WhatsApp with human agent support.
- Review existing customer service operations and identify opportunities to improve service delivery and customer experience.
- Develop operational workflows, service frameworks, KPIs, and reporting requirements for live chat operations.
- Create user stories, knowledge management resources, and operational documentation.
- Conduct User Acceptance Testing (UAT) and support live chat implementation activities.
- Develop and deliver training programmes for Live Chat Agents and establish performance evaluation metrics.
- Monitor live chat quality, identify process improvements, and drive continuous operational enhancements.
- Collaborate with business and IT stakeholders throughout the implementation process.
- Mentor and lead the Assistant Lead and operational team members.
Skills
Job description
Recruit Express Pte Ltd is hiring a Team Manager for Live Chat Experience in Singapore. You will lead the design and implementation of a live chat service, integrating WhatsApp with human agent support to enhance customer experience.
You will review current operations, develop workflows, KPIs, and reporting, and create training programmes for agents. This is a 1-year contract with a 1-month gratuity upon completion.
'/%3e%3cpath%20d='M101.744%2012.4726L102.894%2016.1947L99.0021%2013.2201L101.744%2012.4726ZM105.3%208.40937H100.488L99.0026%203.59473L97.5116%208.41047L92.7%208.40385L96.5965%2011.3834L95.1055%2016.1942L99.0021%2013.2196L101.408%2011.3834L105.3%208.40992V8.40937Z'%20fill='white'/%3e%3cdefs%3e%3clinearGradient%20id='paint0_linear_5593_1381'%20x1='90'%20y1='9.44471'%20x2='99'%20y2='9.44471'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20stop-color='%2300AD70'/%3e%3cstop%20offset='0.998594'%20stop-color='%2300B67A'/%3e%3cstop%20offset='1'%20stop-color='%23DCDCE6'/%3e%3c/linearGradient%3e%3c/defs%3e%3c/svg%3e){kind=small}
