Contact Centre Manager - Healthcare/ govt #HZO

RECRUIT EXPRESS PTE LTD

Location: Jurong East

Act as domain expert for the digital system, developing strategies and a roadmap aligned with the endorsed FY30 outcome: "A smart and digitally-enabled Assistance Centre, leveraging generative AI to improve user experience."
Ensure the digital roadmap, annual work plans, and budget submissions align with this outcome.
Manage the product roadmap and backlogs, ensuring vendors and IT partners deliver on time.
Gather user feedback and lead enhancement/change requests from ideation through implementation.
System performance and continuous improvement
Use data to identify operational gaps and recommend resolutions.
Conduct daily health checks to ensure the system meets performance standards.
Work with vendors, IT partners, and users to close identified gaps.
Run a six-monthly user access review to keep access lists current and remove unnecessary permissions.
Vendor & contract management
Track SLAs and ensure they are consistently met.
Keep contracts and addendums current.
Lead & manage onboarding of other departments onto the digital system and maintain oversight of their requirements.
Lead the training and coaching required for the digital system.
Deliver digital system training for new joiners in the department
Keep training materials and programmes current, relevant, and aligned with learning and operational needs.

Min. Degree in any relevant field
Experience with Agile development methodologies will be an advantage
Min. 4-5 years relevant experience in contact centre setting preferably in healthcare organisation

Interested candidates may apply by submitting their updated resume to ***email_hidden***

Melissa Zhang Zhiqi (Mezzo)

CEI No: R2197564

Recruit Express Pte Ltd (Healthcare & Life Science) | 99C4599