Director (Case Management Contact Centre)

**Overview**: Our healthcare client is looking for **Assistant Director, Contact Centre **to be responsible for the overall performance of the Contact Centre. You will drive change, and work with the Head on operational strategies, capacity planning, cost/benefit analysis and performance reviews. - Oversee Contact Centre operations for 24/7 system...

Work closely with stakeholders to achieve desired service levels and deliver positive customer experience. - Highlight gaps in proficiency and/or knowledge of Team Leads (TLs) and Contact Center Staff(CCS). - Oversee the Contact Centre operations and ensure resources are available to meet Key Performance Indicators (KPIs) (including targeted performance...

Responsibilities include: 1. Vendor Contracting Management & Reporting - Support and participate in contract negotiations for new or existing contact center vendors. - Understand and use various contracting models (eg FTE/UTP) to develop reward/penalty system to hold vendors accountable for meeting high performance standards and driving necessary remediation...

**Your new company** Your new firm is a market leader in the logistics and supply chain industry with strong branding. This is a newly created position as part of their digital transformation journey to digitalise their Contact Centre. **Your new role** - Spearhead the digital transformation of legacy infrastructure to cloud environment and take ownership...

You will be required to: - Attend to enquiries on various fronts, effectively maintaining our Contact Centre's high level of accessibility - Empathize with customers, and offer clear and relevant advice - Provide policy recommendations and refer customers to client advisers for more comprehensive explanations - Perform post-case administration for future...

-Family Group: Administration **CHALLENGES** You will assist the department Manager/HOD in the development and management of the Contact Centre. You will be involved in resource planning and staff management to ensure efficient deployment of staff. You will also review, improve and streamline workflow processes to ensure Contact Centre operates at optimal...

Location: - Singapore- Job Type: - Permanent- Reference: - JO-2212-18630- Sectors- Customer Service- Salary: - Up to $4200 / month**Purpose**: The Assistant Supervisor of the Contact Centre will be in charge of supervising all active Contact Centre PSA members, including handling difficult-to-resolve cases and escalated matters. **Highlights**: - Nearest...

**What the role is** - Lead and oversee the Call Centre’s operations which includes collaboration with key stakeholders for triaging and timely conveyance of C+ cases to the appropriate care facilities. - Work in a fast-paced and highly volatile environment that would require the ability to manage multiple priorities and stakeholders at the same...

**What the role is** - Case Management Contact Centre (CMCC) plays an important role in the Crisis Strategy and Operations Group (CSOG) under the Ministry of Health (MOH) and serves as a key line of communication for members of public relating to COVID-19 matters such as home recovery, vaccination and testing. You will be working in a fast-paced and highly...

You will be responsible for the following: Responsible to recruit, train, coach and lead contact centre representatives to ensure high satisfactory of customer service level at all time. Implement manpower planning in line with call volume and calling capacity. Schedule and roster contact centre team considering call arrival pattern and shrinkage. Resolving...