Manager, Digital Contact Centre Operations

The Manager, Digital Contact Centre Operations is responsible for driving the digital strategy, system roadmap, and continuous improvement of the Group Contact Centre's technology platforms. The role partners closely with operational teams, IT stakeholders, and vendors to enhance patient experience, improve service efficiency, and support healthcare operations through innovative digital solutions, including AI-enabled capabilities.

• Maintain governance processes, including user access reviews, system health checks, and compliance requirements.
• Own and manage the digital systems supporting Central Contact Centre operations.
• Develop and execute the digital roadmap aligned with company's goals and patient-centric service delivery.
• Gather business requirements and lead system enhancements from concept through implementation.
• Monitor system performance, identify operational gaps, and drive continuous improvement initiatives.
• Collaborate with business users, IT teams, and vendors to ensure timely delivery of projects and enhancements.

With background in experience & skills:

• Bachelor's Degree in Business, Information Technology, Computer Science, or a related discipline.
• At least 7 years of experience in contact centre operations, digital product management, project management, or related roles.
• Experience managing digital platforms and driving system enhancements.
• Strong analytical, stakeholder management, and communication skills.
• Knowledge of Agile methodologies and digital transformation initiatives.
• Highly prefer prior domain experience in healthcare/medical operations domain.

EA License No.: 01C4394 (PERSOL Singapore Pte Ltd)

By sending us your personal data and curriculum vitae (CV), you are deemed to consent to PERSOL Singapore Pte Ltd and its affiliates to collect, use and disclose your personal data for the purposes set out in the Privacy Policy available at https://www.persolsingapore.com/policies. You acknowledge that you have read, understood, and agree with the Privacy Policy.