| Company Name | Octopus8 Private Limited |
|---|---|
| Company UEN | 201726608W |
Digital Leadership and AI Integration:Lead a team of digital customer success executives. Implement AI applications to enhance quality delivery. Develop and execute digital roadmap strategies for improved customer satisfaction. Technology Implementation and Management: Collaborate with vendors and IT teams to implement and integrate new technologies. Manage CRM omni-channel systems, AI-powered tools, and, data analytic other comand center technologies. Evaluate and recommend technology improvements to enhance customer experience and operational efficiency. Provide training on new technology tools and systems. Monitor technology performance and identify areas for optimization. Client Engagement and Business Reviews: Build and maintain strong client relationships. Lead Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs). Focus on process enhancements and performance reviews. Identify and implement solutions to enhance client satisfaction. Performance Management and Optimization: Establish and monitor KPIs for the team and individual executive. Analyze performance data and implement improvement strategies. Conduct regular performance reviews and provide constructive feedback. Operational Support and Quality Assurance and Training and Development. Oversee project progress, including customer inquiries handling. Assist with workforce management and scheduling. Conduct quality audits and ensure compliance with established procedures. Develop and facilitate training programs for customer service representatives. Stay current with industry trends and best practices. Create development plans to enhance team skills and knowledge.
We hire for attitude and empower for altitude. Diploma or Bachelor's degree in a relevant field or equivalent professional experience. Minimum of 2 years of experience in a customer service or contact centre environment, with at least 2 years in a supervisory or managerial role. Proven track record of successfully managing and motivating teams to achieve high performance. Excellent communication, interpersonal, and problem-solving skills. Strong analytical and decision-making abilities, with a data-driven mindset. Proficient in using contact centre technologies and workforce management tools. Knowledge of industry-specific regulations, compliance requirements, and best practices. Ability to work in a fast-paced and dynamic environment, managing multiple priorities effectively.
| Job Title | Client Success Program Manager |
|---|---|
| Salary | SGD4,500.00 - 5,500.00 |
| Employment Type | Full Time |
| Working Experience | 2 Years |