Senior Executive/Assistant Manager, Call Centre

3 days ago

Singapore Singapore General Hospital Full time

Senior Executive/Assistant Manager, Call Centre (CA)Responsibilities Assist SingHealth Call Centre Manager to oversee and manage SGH Appointments Call Centre Support and implement Call Centre strategies effectively to achieve set objectives Responsible for ensuring service level and Key Performance Indicator of Call Centre from multi channels (phone and non-phone) are met. Promote service and quality improvement in the Call Centre by conducting training, call quality audit and coaching to the Call Centre agents Handle complaints and feedback, including speaking with patients and family members when requested/required, promptly Handle patients' calls and non-phone requests whenever there is insufficient manpower or when the load is overwhelming Address and resolve complex escalated issues or complaint cases Handles projects as assigned to ensure prompt and accurate completion of the projects Ensure accuracy of Call Centre invoices/purchases Operations / Processes Management Review, propose and update Call Centre SOPs, customer interaction/call handling processes and operational policies in consultation with Manager/HOD Ensure policies and procedures are always adhered to and assist in reviewing them Work with colleagues from other departments to resolve operational issues and review work processes to enhance patient experience and operational efficiency Feedback to the respective system owners on improvement enhancements and technical issues for considerations and review respectively Perform UAT for system enhancements/changes for implementation and ensure Call Centre operations will not be affected Prepare call center performance reports by collecting, analyzing, and summarizing data and trends Ensure proper accounting procedures are observed and periodic stock/asset checks are carried out Staff Management Supervise team of Call Centre agents on their daily performance and provide training, guidance and coaching to ensure the Call Centre agents always comply with approved guidelines and processes Monitor staff's performance and provide coaching to staff on their performance and areas of improvement Assist to plan, review the Call Centre duty roster and work assignments to ensure there are sufficient manpower to handle the projected workload in a fair and optimal manner Motivates and promotes teamwork among Call Centre agents Projects Carry out the duties required for the project workgroups as and when assigned promptly meeting the deadlines set Identify and review operational challenges with Team Leaders and Manager/HOD to address them for work process improvements to enhance patient experience and staff productivity Job Requirements Relevant Call Centre experience with at least 3 years in a team leader or supervisory position preferred Degree holder Effective communications skills Highly adaptable and loves challenges Excellent leadership and interpersonal skills Strong collaborator and good team player Able to manage staff from diverse backgrounds #J-18808-Ljbffr

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