Manager - Contact Centre

Role overview

This is a full-time, on-site management role in Singapore focused on driving the digital evolution of a contact centre. The position centres on improving customer experience and day-to-day efficiency by leading technology-enabled changes across the operation. The indicated budget is up to 7,500 x 13.

What you will do

• Create and roll out the digital strategy for the contact centre platform, ensuring it supports the long-term vision for the operation.
• Own the product roadmap and work closely with vendors and IT collaborators to deliver improvements on schedule.
• Perform routine system health checks to keep the platform stable and to spot operational issues early.
• Coordinate onboarding for different departments and make sure their needs are properly built into the digital solution.
• Run training for new hires on the system and keep training documentation current.
• Track SLA performance, confirm compliance, and resolve any gaps or deviations.

Candidate profile

• A bachelor’s qualification in business, computer science, or a related discipline is required.
• At least 5 years of experience in contact centre operations and/or IT product or project management is expected.
• You should bring strong analytical and troubleshooting skills, with the ability to make decisions based on data.
• Experience successfully managing and growing digital products is important.
• Working knowledge of Agile delivery methods is needed.
• Clear written and spoken communication skills are essential.

Additional information

Shortlisted applicants will be contacted directly. The recruiting company states that submitting your CV and personal details is taken as consent for PERSOL Singapore Pte Ltd and its affiliates to collect, use, and disclose your information in line with its Privacy Policy. The notice also includes EA License No. 01C4394 (PERSOL Singapore Pte Ltd).

Compensation

Salary budget is up to 7,500 per month, paid with a 13-month structure.