Live Chat Manager #ESY

• 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

Interested candidates, please email your resume to annasee@recruitexpress.com.sg

Anna See Sing Yee

CEI Reg R25157535

Recruit Express Pte Ltd

EA License No: 99C4599

We regret that only shortlisted candidates will be contacted