Executive, Contact Centre Operations

ORGANISATION / DIVISION INFORMATION

As the holding company of Singapore’s public healthcare institutions, we are always looking for qualified, passionate individuals who are keen to make a valuable contribution to public healthcare. At MOH Holdings, we believe our employees are our greatest asset and we are dedicated in helping them achieve their full potential through professional development and by providing an environment to develop their leadership skills and competencies.

The Agency Services Division administers healthcare schemes with MOH and supports evaluation of other government schemes' applications and appeals, including aligning relevant systems to policy changes.

Join us and be part of a team - a uniquely MOHH spirit that propels us forward through every circumstance we face.

Acting Tomorrow For Today: We work pragmatically with the realities of the present, with a mindset that is geared to the needs of the future.

Starting Where You Can: We take a can-do approach to problem-solving, even if it means starting small, because every contribution counts.

Leaving No Job Undone: We take pride in seeing things through. Our high standards means it’s not just about getting the job done, but getting it done well.

Moving Together as One: Care for all starts within, with us as an organisation. We look out for one another, leaving no on behind as we grow.

SUMMARY OF THE ROLE

The Executive will be a member of Agency Services Division. He/she is responsible to support a team in the management of public enquiry and service delivery, with key focus on (a) overseeing outsourced contact centre vendor performance; (b) managing email enquiries and chatbot operations; and (c) driving process and service quality improvement initiatives. The ideal candidate will possess strong stakeholder management and communication skills, problem-solving and analytical capabilities, and project management knowledge.

Job Responsibilities:

Operations

• Be part of a team that provides timely and accurate responses to incoming public enquiries received.
• Develop and implement process flows, formulate Frequently Asked Questions (FAQs) for the contact centre to adequately address public queries at various contact points (e.g., websites, hotlines, and email address) through coordination with various stakeholders (e.g. MOH, AIC).
• Systematically manage knowledge materials through the creation/maintenance of a database for schemes under the division's purview (e.g., Master FAQs, knowledge base).
• Identify and perform simple analysis of various metrics and call drivers, to highlight issues and opportunities to improve service delivery and enhance customer experience.
• Conduct product training sessions to ensure accurate and effective flow of scheme information from the front to the back end. This includes preparation of training materials and conducting assessments (e.g., mystery calls, quizzes) to monitor the effectiveness of training.
• Conduct soft-skill training for internal staff and uphold the division's service quality framework and recognition program.

Vendor Management

• Collaborate with the Team Leader to oversee the performance and ensure efficient daily operations and drive initiatives (e.g., handling escalated cases, feedback investigations) of the vendor.
• Establish and maintain strong working relationships with the vendor to ensure service level agreements (SLAs) are met. Take proactive measures in addressing issues and improving performance as needed.
• Partner with the vendor to explore new platforms for enhanced customer service delivery (e.g., knowledge management system, artificial intelligence, virtual assistance chatbot, use of WhatsApp) for more cost-effective customer services.

Project Management

• Coordinate project timelines, resources, and deliverables to ensure successful project completion.
• Track project progress, identify potential risks, and implement mitigation strategies to ensure project objectives are achieved.
• Conduct post-project monitoring and collect data to identify areas for improvement.
• Support in Request for Proposals (RFP) process to procure services and work with internal stakeholders such as legal, procurement, and finance to meet the procurement requirements and necessary approval papers.

Collaboration and Communication

• Work closely with cross-functional teams, including members of the public, healthcare service providers, and internal stakeholders.
• Establish collaboration with both internal and external stakeholders in the development of operational workflows for efficient case resolution and follow-up support.

Ad-Hoc Assignments

• Manage secretariat duties for divisional and external meetings, ensuring efficient communication and documentation of key decisions.
• Handle ad-hoc assignments and other responsibilities as needed.

Job Requirements:

Educational Requirements:

Bachelor's degree in any field. Fresh graduates are welcomed

Additional qualifications in contact centre operations, customer experience management, and service delivery will be advantageous.

State other requirements/qualities such as personality traits, interests or skills required for the job:

• Proven ability to work effectively in a team-based environment, fostering collaboration and open communication.
• Excellent written and verbal communication skills, with the ability to articulate ideas clearly and concisely. Familiarity with public enquiry management processes is highly desirable.
• Strong problem-solving skills to address issues related to front-to-back-end processing that may impact customer experience.
• Demonstrated ability to work independently while managing multiple tasks and priorities simultaneously.
• Highly motivated and detail-oriented individual with a passion for optimizing overall efficiency and implementing innovative solutions.