Senior Executive - Operations (Contact Centre) (ID:709131)

PERSOL; Singapore; On-site; SGD 50,000 - 80,000; Full time

Job summary

PERSOL is looking for a Senior Executive - Operations (Contact Centre) to oversee daily Contact Centre activities and support the Institution Lead. The role involves scheduling, budget monitoring, and ensuring service quality across calls and emails.

The candidate should have a degree in any discipline, preferably healthcare ops experience, and strong problem-solving and independent work abilities. Team collaboration is essential.

Qualifications

• Degree in any discipline.
• Experience in healthcare ops is preferred.
• Ability to work well in a team and adapt to changing priorities.
• Strong problem-solving and independent work capabilities.

Responsibilities

• Support the Institution Lead in overseeing day-to-day Contact Centre operations.
• Assist with staff leave planning, rosters, and manpower allocation.
• Prepare documents for annual budgeting and monitor budget use.
• Communicate operational updates and key announcements to the team.
• Ensure call and email quality audits; conduct regular performance reviews.
• Handle staff development through action plans and escalations.
• Drive quality improvements to enhance service standards and convenience.
• Prepare monthly operation and performance reports for management.

Skills

Team player

Critical thinking

Problem-solving

Independent work

Education

Degree in any discipline

Job description

Our esteemed client is looking for Senior Executive - Operations (Contact Centre)

Job Responsibilities:

• Support the Institution Lead in overseeing the day-to-day operations of the Contact Centre
• Assisting with staff leave planning, roster scheduling, and manpower allocation to ensure smooth daily operations.
• Preparing documents for the annual budgeting cycle and monitoring budget utilisation.
• Communicating operational updates and key announcements to the team.
• Ensuring call and email quality audits are completed, while conducting regular performance reviews and supporting staff development through action plans.
• Managing and resolving complex customer feedback escalated by Service Team Leaders, as well as handling staff disciplinary matters.
• Driving quality improvement initiatives to enhance service standards and operational excellence within the Contact Centre.
• Preparing monthly operational and performance reports for management review in collaboration with the Institution Lead.

Requirements:

• Degree in any discipline
• Preferably with relevant healthcare ops experiences
• Team player
• Critical thinking and problem-solving ability
• Adaptable and able to work independently