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
