Manager, Call Centre Shared Service - Singapore - SINGAPORE HEALTH SERVICES PTE LTD

Description

Roles & Responsibilities

As the Manager with SingHealth's Call Centre Shared Service, ensuring that SingHealth's call centres remain accessible to patients is key. You will be tasked to drive innovation and digitalisation, review current processes, as well as propose and operationalise strategic initiatives to improve and sustain call centre performance. You will be involved in analysing patient feedback and workload trends as part of quality improvement and performance management in the call centres to ensure excellent customer service is delivered in a timely manner. You will be responsible for keeping call centre team members engaged and motivated through initiatives that will bring joy at work. You will also be required to participate in work groups to drive change in the call centre.

Requirements:

Bachelor's Degree with at least 8 years of relevant hands-on operational experience and 2 years of supervisory experience

Possesses experience leading digital transformation and automation projects (including but not limited to Robotic Process Automation) in a call centre or in service industry

Prior experience in healthcare industry will be an advantage

Good project management skills

Independent, strong team player who can multi-task in a dynamic and fast-paced environment

Strong communication and interpersonal skills

Tell employers what skills you have

Digital Transformation
Healthcare Industry
Management Skills
Quality Improvement
Interpersonal Skills
Information Technology
Robotic Process Automation
Project Management
Statistics
Customer Service
Scheduling
Performance Management
Call Center