Contact Centre Manager - Healthcare/ govt #HZO

Location: Jurong East

Job Scope:

• Act as domain expert for the digital system, developing strategies and a roadmap aligned with the endorsed FY30 outcome: "A smart and digitally-enabled Assistance Centre, leveraging generative AI to improve user experience."
• Ensure the digital roadmap, annual work plans, and budget submissions align with this outcome.
• Manage the product roadmap and backlogs, ensuring vendors and IT partners deliver on time.
• Gather user feedback and lead enhancement/change requests from ideation through implementation.
• System performance and continuous improvement
• Use data to identify operational gaps and recommend resolutions.
• Conduct daily health checks to ensure the system meets performance standards.
• Work with vendors, IT partners, and users to close identified gaps.
• Run a six-monthly user access review to keep access lists current and remove unnecessary permissions.
• Vendor & contract management
• Track SLAs and ensure they are consistently met.
• Keep contracts and addendums current.
• Lead & manage onboarding of other departments onto the digital system and maintain oversight of their requirements.
• Lead the training and coaching required for the digital system.
• Deliver digital system training for new joiners in the department
• Keep training materials and programmes current, relevant, and aligned with learning and operational needs.

Job Requirements:

• Min. Degree in any relevant field
• Experience with Agile development methodologies will be an advantage
• Min. 4-5 years relevant experience in contact centre setting preferably in healthcare organisation

Interested candidates may apply by submitting their updated resume to [email protected]

Melissa Zhang Zhiqi (Mezzo)
CEI No: R2197564
Recruit Express Pte Ltd (Healthcare & Life Science) | 99C4599