Contact Centre Team Lead/ Manager
Location
singapore, singapore
Job Type
Full-time
Category
Other-General
Posted
June 19, 2026
Responsibilities
- 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 an...