Asst 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 2 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.

Interested candidate who wish to apply for the advertised position, please click “Apply”. We regret that only shortlisted candidates will be notified

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

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PERSOL is Asia-Pacific’s leading Staffing and HR solutions partner, operating across 13 markets with deep local insight and regional scale. With more than 80 offices and decades of experience, we deliver integrated workforce solutions that are tailored, tech-enabled, and designed for the dynamic world of work.

We combine human expertise with smart technology to help organisations solve workforce challenges, unlock potential, and stay ahead of change. From recruitment and talent management to workforce strategy and advisory, our collaborative approach puts your goals at the centre.

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