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Asst. Manager / Manager - Contact CentrePERSOL APAC · Singapore, Singapore
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PERSOL APAC

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Asst. Manager / Manager - Contact Centre

🗓️ Posted 2026-09-08 Singapore, Singapore Full-time Hybrid Customer Service Call Centre
💰 Salary S$4,167–S$6,667/mo (S$50,000–S$80,000/yr) 📊 Market S$6,000–S$10,000/mo

About the Company

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.