Senior Manager, Group Contact Centre

Drive the vision and lifecycle of Group Contact Centre digital system and enhancements to achieve operational excellence. The candidate should have a customer-centric mindset, good understanding of a contact centre's functions and associated info-tech knowledge. The candidate should possess excellent analytical, organizational and communication skills. The candidate plays a critical role in translating the needs of users and business into the digital domain.

Job Responsibilities:

• Develop strategies and roadmap to meet business goals and drive customer satisfaction, in alignment with endorsed FY30 outcome statement of A smart and digitally-enabled Assistance Centre, leveraging on generative AI to improve user experience.
• Manage product roadmap and backlogs and ensure that vendor and IT partner(s) deliver products on time.
• Lead and oversee system enhancement/change requests from ideation to implementation.
• Engage in vendor/contract management to ensure established SLAs are met and contracts and addendums are current and up-to-date.
• Provide data-driven evidence to highlight operational gaps and recommend resolutions to address gaps.
• Work with vendor, IT partners(s), and users to implement resolutions to close gaps.

Job Requirements:

• Bachelor's degree in business, computer science or a related field.
• Minimum 5 years working experience in Contact Centre and/or IT Product/Project Management.
• Experience in healthcare operations is preferred.
• Strong analytical and problem-solving skills with a data-driven approach to decision making.
• Proven track records of managing, launching, or scaling digital products.
• Experience with Agile development methodologies.
• Good written and oral communication skills.

We regret that only shortlisted candidates will be notified.

Interested applicants please send your updated resume to noga.lim@peopleprofilers.com.

Noga Lim Wei Loong
Registration Number: R1329872
EA License Number: 10C3804
People Profilers Pte Ltd, 20 Cecil St, #08-09, PLUS Building, Singapore 049705
http://www.peopleprofilers.com

Required Skills:

Working Experience, Resume, Operational Excellence, Contract Management, Resolutions, User Experience, Healthcare, Registration, Problem Solving, Customer Satisfaction, Computer Science, Business Communication.