Senior Manager, Group Contact Centre

People Profilers; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A leading recruitment firm in Singapore is seeking a skilled professional to drive the vision and lifecycle of their Group Contact Centre digital system. The ideal candidate will have a customer-centric mindset, a solid background in IT Product/Project Management, and at least 5 years of experience in a contact center environment. Responsibilities include managing product roadmaps and enhancing digital solutions using generative AI to improve user experience.

Qualifications

• Minimum 5 years working experience in Contact Centre and/or IT Product/Project Management.
• Experience in healthcare operations is preferred.
• Strong analytical and problem solving skills with a data-driven approach.

Responsibilities

• Develop strategies and roadmap to meet business goals.
• Manage product roadmap and backlogs to ensure timely delivery.
• Lead system enhancements from ideation to implementation.

Skills

Customer-centric mindset

Analytical skills

Organizational skills

Communication skills

Education

Bachelor's degree in business, computer science or related field

Job description

Drive the vision and lifecycle of Group Contact Centre digital system and enhancements to achieve operational excellence. The candidate should have a customer-centric mindset, good understanding of a contact centre's functions and associated info-tech knowledge. The candidate should possess excellent analytical, organizational and communication skills. The candidate plays a critical role in translating the needs of users and business into the digital domain.

Job Responsibilities:

• Develop strategies and roadmap to meet business goals and drive customer satisfaction, in alignment with endorsed FY30 outcome statement of A smart and digitally-enabled Assistance Centre, leveraging on generative AI to improve user experience.
• Manage product roadmap and backlogs and ensure that vendor and IT partner(s) deliver products on time.
• Lead and oversee system enhancement/change requests from ideation to implementation
• Engage in vendor / contract management to ensure established SLAs are met and Contract and addendums are current and up-to-date.
• Provide data-driven evidence to highlight operational gaps and recommend resolutions to address gaps.
• Work with vendor, IT partners(s) and users to implement resolutions to close gaps.

Job Requirements:

• Bachelors degree in business, computer science or a related field
• Minimum 5 years working experience in Contact Centre and/or IT Product/Project Management
• Experience in healthcare operations is preferred
• Strong analytical and problem solving skills with data driven approach to decision making
• Proven track records of managing, launching or scaling digital products
• Experience with Agile development methodologies
• Good written and oral communication skills

We regret that only shortlisted candidates will be notified

Interested applicants please send your updated resume to [e-mail]

Noga Lim Wei Loong
Registration Number: R1329872
EA License Number: 10C3804
People Profilers Pte Ltd, 20 Cecil St, #08-09, PLUS Building, Singapore 049705
http://www.peopleprofilers.com

Required Skills:

Working Experience Resume Operational Excellence Contract Management Resolutions User Experience Healthcare Registration Problem Solving LTD Customer Satisfaction Computer Science Records Business Communication Science Management