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 Contract 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:
- Bachelors 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 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 [email protected]
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
