The Manager/Assistant Manager, Digital Care Operations is responsible for managing all digital care service channels such as Facebook, Live Chat, Viber, TikTok, and Email. This role is accountable for responses time management (ART), effective content management (crafting and updating scripts) and delivering consistently high-quality service support. The Manager/Assistant Manager monitors agent performance, productivity, and accuracy, provides daily coaching and briefings, and continuously drives improvement in service quality, aligning with COPC benchmarks and improving customer satisfaction (CSAT). This role requires strong analytical skills, content management expertise, the ability to drive continuous improvement service quality standards in alignment with COPC benchmarks and driving improvements in customer satisfaction scores (CSAT)

• Drive agents’ response performance and service quality across Live Chat, Wall Comments, Messenger, Viber, Email and TikTok channels to ensure timely and accurate handling of customer queries, requests, and complaints.
• Review and update digital care scripts, templates, and content to maintain accuracy, relevance and consistency in a timely manner.
• Provide one-on-one coaching and guidance to agents requiring additional support.
• Monitor the end-to-end flow of customer queries, requests, and complaints to ensure smooth handling and proper closure with accurate and appropriate resolutions.
• Collaborate with the quality assurance team and individual agents to review key findings and apply insights to continuously improve service quality.
• Participate in weekly calibration meetings and apply the findings to enhance agents’ service quality.
• Evaluate the digital care agent’s performance, identify training needs, and coordinate skill enhancement initiatives as required.
• Make sure digital care agents are following the standard operation procedure, standard reply and used correct FAQs which are provided by relevant stakeholders.
• Monitor agents’ responses to ensure accuracy, professionalism, and politeness, thereby enhancing overall customer satisfaction.
• Understand of the digital platform (RingCentral) and providing necessary support for all related operational matters.
• Analyze data, prepare reports, and present key findings to the digital care team to drive improvements in quality and productivity.
• Follow instructions to perform designated tasks, effectively supporting senior team members in the completion of projects and assignments.
• Support workforce planning, including scheduling, capacity management, and resource allocation.
• Openness to new challenges and takes a proactive approach in executing ad-hoc tasks and activities.
• Undertake any additional duties assigned by your immediate supervisor.

Education:

• Any bachelor’s degree (Preferable: Business/ Computer Science/ Sales & Marketing/ Statistics Degree)
• English language proficiency – 4 skills

Experience:

• Minimum 3 years of experience in Telecom or Service Industry (Preferable: digital customer service or contact center operations)
• Excellent customer service mindset, motivational and leadership skills to inspire performance
• Good knowledge in Application Software such as MIS and CIM, Ring Central, Microsoft Word, Excel and/or Similar

Skills

• High proficiency in executing management and social skills
• Good interpersonal skill and valued teamwork
• Highly motivated, self-initiative and professional
• Certification in COPC/CSP will be added advantaged