Job Description

Description

• Responsible to support the planning, operationalisation and resource management
• Work closely with the other Call Centres to streamline the resident and partner experience at the start, and throughout their enrollment and care journey.

• Conceptualise service models, ensuring that the functions of the call centre align with the strategies and priorities.
• Appointed vendors to plan and operationalise services.
• Establish the services, work flows and processes that the call centre will undertake.
• Procurement/ Legal/ IT for procurement of services and project implementation.
• Engage business users of call centre to identify user requirements for the call centre services and infrastructure set up.
• Translate user requirements into support services on the appropriate platforms
• Streamline workflows
• Develop and/or review SOP and Work Instructions
• Budget monitoring and management of service contracts.
• Monitoring the implementation progress in terms of its meeting of objectives, timelines, and budget.
• Conduct regular reviews with the Call Centre vendor on call quality audit, coaching and improvement plan.

Requirements

• Min Bachelor\'s Degree in any discipline.
• Preferably with 4-5 years of relevant working experience in Contact Centre/ healthcare sectors.
• Experience in project management/ vendor management/ 3rd party contract management.
• Experience in web content management is highly desirable.
• Must possess strong administrative, budget management and project coordination skills.
• Strong written, analytical, communication and presentation skills.
• Proficient in various computer applications, including Microsoft Word, Excel & PowerPoint

For interested candidates, please send your most recent and updated resume to michelle.lee@recruitexpress.com.sg

Subject heading: Call Centre Mgr

Michelle Lee Ser Min

(R1440070)

Recruit Express Pte Ltd

EA License No. 99C4599

Industry

Healthcare / Pharmaceutical / Life Science / Medical Device

Specialization

Customer Service
Healthcare - Nurse / Allied Healthcare
Healthcare - Pharmaceutical / Life Science / Medical Device / Clinical Research / Regulatory Affairs

Location

West

Employment Type

Permanent

Salary

Negotiable

If you meet the requirements of this role, please email a detailed resume in Word document to Michelle Lee Ser Min.
CEI Registration No.: R1440070
Email: michelle.lee@recruitexpress.com.sg
Tel: 67363280
*All information will be treated with strictest confidence. We regret that only short-listed applicants will be notified.

Recruit Express