Senior/Manager, MOM Contact Centre Services, Customer eXperience Department
Core
Manage and evolve the outsourced Contact Centre handling 1.5 million annual customer interactions across various channels.
Role type
Senior/Manager, Contact Centre Operations & Strategy
Builds
Customer service operations, self-help solutions, and data-driven service enhancements
Domain
Public Sector, Customer Experience, Contact Centre Operations
Required skills
Vendor management, Data analytics, Service delivery strategy, Operational planning, Policy review, Customer complaint management
Preferred skills
Text mining, Business intelligence software, CRM system design
Responsibilities
Plan and design MOM Contact Centre evolution, Manage daily operations and performance analysis, Review and provide feedback on policies and SOPs, Analyse customer trends for service enhancements, Manage customer feedback and complaints escalation
Seniority
Senior, hands-on IC with supervisory experience