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 [Confidential Information]

Anna See Sing Yee

CEI Reg R25157535

Recruit Express Pte Ltd

EA License No: 99C4599

We regret that only shortlisted candidates will be contacted