The incumbent will drive the vision and lifecycle of the Contact Centre’s digital systems and enhancements to achieve operational excellence. This role requires a customer-centric mindset, a strong understanding of contact centre functions, and expertise in information technology solutions. The candidate must possess excellent analytical, organizational, and communication skills and play a key role in translating user and business needs into digital solutions.
Key Responsibilities:
- Develop and implement strategies to enhance customer satisfaction and meet business objectives, aligning with the vision of a smart, digitally-enabled assistance centre leveraging generative AI.
- Manage product roadmaps and backlogs, ensuring vendors and IT partners deliver projects on schedule.
- Oversee system enhancements and change requests, from ideation to implementation.
- Lead vendor and contract management, ensuring SLAs are met and agreements are up-to-date.
- Utilize data-driven insights to identify operational gaps and propose effective resolutions.
- Collaborate with vendors, IT partners, and users to implement solutions and optimize contact centre operations.
Requirements:
- Bachelor’s degree in Business, Computer Science, or a related field.
- Minimum of 5 years of experience in Contact Centre operations and/or IT Product/Project Management.
- Experience in healthcare operations is preferred.
Interested applicants, kindly furnish us with your detailed resume in MS Words format and click "Apply Now" button
*We regret to inform only shortlisted candidates will be notified. Applicants who do not possess necessary experience or qualification will still be considered on individual merits and may be contacted for other opportunities. *
“JobStudio will not solicit any money, request to use your bank account for business or request you to transfer any monies to any parties, please be aware of scams impersonating JobStudio and our employees. We will not be liable for loss arising from scams.”
JOBSTUDIO PTE LTD
EA License No: 10C4754
EA Personnel: Hoh Mei Ling
EA Personnel Reg No: R21103150
The incumbent will drive the vision and lifecycle of the Contact Centre’s digital systems and enhancements to achieve operational excellence. This role requires a customer-centric mindset, a strong understanding of contact centre functions, and expertise in information technology solutions. The candidate must possess excellent analytical, organizational, and communication skills and play a key role in translating user and business needs into digital solutions.
Key Responsibilities:
- Develop and implement strategies to enhance customer satisfaction and meet business objectives, aligning with the vision of a smart, digitally-enabled assistance centre leveraging generative AI.
- Manage product roadmaps and backlogs, ensuring vendors and IT partners deliver projects on schedule.
- Oversee system enhancements and change requests, from ideation to implementation.
- Lead vendor and contract management, ensuring SLAs are met and agreements are up-to-date.
- Utilize data-driven insights to identify operational gaps and propose effective resolutions.
- Collaborate with vendors, IT partners, and users to implement solutions and optimize contact centre operations.
Requirements:
- Bachelor’s degree in Business, Computer Science, or a related field.
- Minimum of 5 years of experience in Contact Centre operations and/or IT Product/Project Management.
- Experience in healthcare operations is preferred.
Interested applicants, kindly furnish us with your detailed resume in MS Words format and click "Apply Now" button
*We regret to inform only shortlisted candidates will be notified. Applicants who do not possess necessary experience or qualification will still be considered on individual merits and may be contacted for other opportunities. *
“JobStudio will not solicit any money, request to use your bank account for business or request you to transfer any monies to any parties, please be aware of scams impersonating JobStudio and our employees. We will not be liable for loss arising from scams.”
JOBSTUDIO PTE LTD
EA License No: 10C4754
EA Personnel: Hoh Mei Ling
EA Personnel Reg No: R21103150