Manager/ Senior Manager, Health Information

3 days ago

Singapore HPB Health Promotion Board Full time

Health Promotion Board (HPB) aims to increase awareness of the importance of a healthy lifestyle among the general public and encourage fellow Singaporeans to take the first step towards embracing healthy living, every day. The Health Information Department manages the contact centre support requirements for the various HPB programmes and services.

**Responsibilities**:
**_Service Delivery Management of the Contact Centre _**

Lead, drive and ensure compliance to the service delivery standards of the assigned contact centre(s). Monitor and ensure service quality and objectives are met, issues are prioritized and resolved. Evaluate contact centre performance against the key metrics that they are required to meet. Review Performance reports (Daily/Weekly/Monthly) and perform data analysis to identify case trends, compliance with performance requirements and validate integrity and accuracy of data. Conduct regular audits on contact centre systems to ensure compliance with ICT guidelines. Ensure assigned contact centre(s) compliance to case processing workflow, accurate case closure, ageing cases and resolutions.

**_Case Processing and Reporting _**

Review and/or prepare drafts and provide inputs and seek alignment and clearance from management for complex cases. Conduct and lead post investigation studies with assigned contact centre(s) and internal/external stake holders to ensure closure on teething issues.

**_Resource Planning _**

Perform forecasting, Workforce Management on case arrival patterns and ensure that assigned contact centre(s) has required number of staff to meet demand. Conduct, review, monitor and lead training and development with assigned contact centre(s) and internal stake holders.

**_Project Management _**

Manage budget forecast and allocation, procurement and payment, monitor budget utilisation and variance. Manage Process Improvement Projects. Perform any other duties / undertake ad-hoc projects as required.

**Relevant Experience**:

- Possess relevent experience in supporting contact centre operations in the following areas:

- Collation and analysis of operations, performance, and service level data
- Analysing and interpreting data from contact centre operation reports
- Presenting data to effectively communicate with stakeholders and relevant parties
- Analyse and compile data from various reports to provide useful analytics
- Monitoring of contact centre vendor performance
- Proven experience in vendor management and/or contact centre operations would be an advantage
- Team player with ability to multi-task and succeed in a fast-paced environment
- Be proficient in Microsoft Office (PowerPoint, Word, Excel)

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