Team Manager, Live Chat Experience | Up to $6,000 #HMS
Team Manager, Live Chat Experience | Up to $6,000
Looking to lead digital customer service transformation? Join a global logistics leader and spearhead the implementation of a live chat service while driving operational excellence and customer experience improvements.
📍 Location: Paya Lebar Quarter
📄 Employment: 1-Year Contract (Under Recruit Express)
🎁 1-Month Gratuity Upon Contract Completion
🕘 Working Hours:
• Monday – Friday
• 8.30am – 6.00pm
What You'll Be Doing:
• 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
Why You'll Love This Role:
• Opportunity to lead a digital transformation initiative within a global organisation
• Exposure to customer experience strategy, digital channels, and technology implementation
• Monday to Friday office hours
• 1-Month Gratuity upon successful contract completion
We're Looking For:
• 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
Interested candidates, do submit your resume to : jocelynchan@recruitexpress.com.sg OR telegram @jocelynchan
Jocelyn Chan | Consultant | Recruit Express Pte Ltd (Healthcare & Lifescience)
Company EA Licence number : 99C4599
Personnel EA License: R1331820