Executive, Call Centre Shared Service

You will support the Manager to drive performance and service quality in the call centres across SingHealth through call and email audits, as well as from patients’ feedback.  You will identify any tasks/ processes that have the potential to be improved and automated by harnessing technology.  Driving the usage of Customer Relationship Management system will be one of the key deliverables. You will ensure proper and systematic documentation of Call Centre work processes and develop Robotic Process Automation (RPA) to automate these work processes.  You are also required to participate in workgroups to drive change and bring joy at work.  

Requirements

• Bachelor’s degree with preferably at least 5 years of experience in a Call Centre environment, with experience in managing teams
• Experience in automation tools such as Blue Prism and UiPath and a track record of implementing RPA processes
• Passionate in boosting efficiency through streamlining and improving work processes to drive productivity
• Strong communication and interpersonal skills
• Systematic with a high degree of initiative
• Collaborative and able to work in a dynamic, fast-paced and diverse environment