Contact Center Operations Manager

Brief Summary:

This position offers an opportunity to lead the digital transformation of a contact centre, enhancing user experience and operational efficiency through innovative technology solutions.

Responsibilities:

Develop and implement strategies for the digital system, ensuring alignment with the long-term vision of an enhanced contact centre.

Manage the product roadmap and coordinate with vendors and IT partners to ensure timely delivery of enhancements.

Conduct daily health checks on the digital system to maintain performance standards and identify operational gaps.

Oversee the onboarding process for various departments and ensure their requirements are met within the digital platform.

Lead training initiatives for new employees on the digital system and maintain up-to-date training materials.

Monitor service level agreements (SLAs) to ensure compliance and address any discrepancies.

Requirements:

Bachelor's degree in business, computer science, or a related field.

Minimum of 5 years of experience in contact centre operations and/or IT product/project management.

Strong analytical and problem-solving abilities with a focus on data-driven decision-making.

Proven track record in managing and scaling digital products.

Familiarity with Agile development methodologies.

Excellent written and verbal communication skills.

EA License No.: 01C4394 (PERSOL Singapore Pte Ltd)

By sending us your personal data and curriculum vitae (CV), you are deemed to consent to PERSOL Singapore Pte Ltd and its affiliates to collect, use and disclose your personal data for the purposes set out in the Privacy Policy available at https://www.persolsingapore.com/policies. You acknowledge that you have read, understood, and agree with the Privacy Policy.