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Senior Team Leader

2 months ago

Singapore NATIONAL UNIVERSITY HEALTH SYSTEM PTE. LTD. Full time
Job Title: Senior / Service Team Leader, Group Contact Centre

As a key member of the Group Contact Centre team at National University Health System PTE. LTD., the Senior / Service Team Leader plays a pivotal role in ensuring seamless operational efficiency and customer satisfaction in the provision of Contact Centre services.

The ideal candidate will report to the Institution Lead, Group Contact Centre, and be responsible for:

  • Monitoring performance in real-time and effectively managing resources and manpower deployment
  • Preparing and analyzing statistics and reports to inform strategic decisions
  • Communicating updates and information to the team through regular sharing and broadcasting
  • Implementing new workflows, improvement initiatives, and changes to enhance operational efficiency
  • Providing guidance and supervision to Customer Service Associates (CSAs) through regular call and email audits, performance reviews, and training sessions
  • Investigating and resolving feedback from internal and external parties to ensure exceptional customer service

Requirements:

  • Diploma in any discipline
  • At least 2-3 years of experience in the healthcare industry, contact centre environment, and/or service-related industry
  • Proven experience in leading a team of staff
  • Excellent interpersonal and communication skills
  • Customer-centric and service-oriented approach
  • Proficiency in using computer software and applications
  • Able to multitask and work effectively in a fast-paced environment
  • Strong communication skills in English and Mother Tongue
  • Able to read and write fluently in English