Executive, Call Centre Shared Service

Singapore Health Services Pte Ltd (SingHealth HQ); Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

An established industry player is seeking a dedicated professional to enhance performance and service quality in call centres through innovative automation solutions. In this dynamic role, you will collaborate with the Manager to conduct audits and gather patient feedback, identifying opportunities for improvement and efficiency. Your expertise in automation tools will be crucial in developing RPA systems to streamline processes, ensuring a systematic approach to documentation. If you are passionate about boosting productivity and thrive in a collaborative environment, this opportunity is perfect for you.

Qualifications

• Bachelor’s degree in computer science or related fields required.
• Experience with automation tools like Blue Prism and UiPath is a plus.

Responsibilities

• Support the Manager in driving performance and service quality in call centres.
• Develop Robotic Process Automation (RPA) to automate work processes.

Skills

Automation

Communication Skills

Interpersonal Skills

Initiative

Teamwork

Education

Bachelor’s degree in computer science

Tools

Blue Prism

UiPath

Job description

You will support the Manager to drive performance and service quality in the call centres across SingHealth through call and email audits, as well as from patients’ feedback. You will identify any tasks/processes that have the potential to be improved and automated by harnessing technology. Driving the usage of Customer Relationship Management system will be one of the key deliverables. You will ensure proper and systematic documentation of Call Centre work processes and develop Robotic Process Automation (RPA) to automate these work processes. You are also required to participate in workgroups to drive change and bring joy at work.

Requirements

• Bachelor’s degree in computer science or related fields
• Experience in automation tools such as Blue Prism and UiPath would be advantageous
• Passionate in boosting efficiency through streamlining and automating work processes to drive productivity
• Strong communication and interpersonal skills
• Systematic with a high degree of initiative
• Collaborative and able to work in a dynamic, fast-paced and diverse environment
• A team player who enjoys working with people