Executive, Call Centre Shared Service

Singapore National Eye Centre; Singapore; On-site; SGD 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated individual to support performance and service quality in call centers. This role involves conducting audits, gathering patient feedback, and identifying opportunities for process improvement through technology. You will have the chance to drive the implementation of Customer Relationship Management systems and develop Robotic Process Automation to enhance efficiency. If you are passionate about streamlining processes and enjoy working collaboratively in a dynamic environment, this is a fantastic opportunity to make a significant impact.

Qualifications

• Bachelor’s degree in computer science or related fields required.
• Experience with automation tools is advantageous.

Responsibilities

• Support the Manager to enhance performance and service quality in call centers.
• Drive the usage of CRM systems and develop Robotic Process Automation.

Skills

Communication Skills

Interpersonal Skills

Initiative

Collaboration

Efficiency Improvement

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