Contact Centre Operations Manager (HEALTHCARE/West) - up to $7400 #HAO

Salary: up to $7400

Working Days & Hours: Mon-Fri Office Hours

Location: West

Job Description:

• Digital strategy and roadmap
• 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.
• Training and enablement
• 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 course w min 5 yrs relevant experience in contact centre operations and/or product/project management, preferably in healthcare industry

Interested candidates, please submit your resume to: [email protected]

Ally Audrey Lok Xin Woon

Recruit Express Pte Ltd (Healthcare & Lifescience)

Company EA Licence number : 99C4599

Personnel EA License: R21102307

[email protected]