People Profilers | Assistant Director, Group Contact Centre
4 days ago
Job Description:
Responsibilities:
Leads operations at the Group Contact Centre and ensures 24/7 system readiness.
Ensures staff consistently deliver timely and professional responses across all channels.
Optimizes resources to handle all channels.
Tracks and monitors processes through performance indicators, trend analysis, and benchmarks key performance indicators.
Ensures timely dissemination of information, escalation of issues, and resolution of problems.
Liaison person between institutions and the Group Contact Centre; partners with both internal and external stakeholders to ensure a positive patient experience along the continuum of care.
Responsible for customer satisfaction/experience scores; works closely with stakeholders to continuously improve service levels and delight patients.
Leads, motivates, guides, and trains admin and ancillary staff to perform to the best of their abilities and develop their potential.
Develops Individual Development Plans (IDP) for staff to ensure they receive appropriate training and development to possess the necessary knowledge and skills to carry out their roles.
Creates a conducive environment to facilitate open communication between staff and management.
Supports the Head of the Group Contact Centre on staff recruitment and retention efforts.
Leads quality improvement projects within the centre.
Drives and implements changes to workflows and processes to enhance service standards.
Requirements:
A recognised degree in any discipline.
At least 8 years of experience in healthcare and/or contact centres.
Possess strong interpersonal and communication skills with a track record of strong working relationships at various levels.
Strong leadership qualities with the ability to motivate and nurture the team to meet operational goals.
Self-directed, resourceful, and self-motivated with an analytical mind and good problem-solving skills.
Able to multi-task and work in a stressful environment.
Proficient in MS Office applications.
We regret that only shortlisted candidates will be notified.
Interested applicants, please send your updated resume to
Noga Lim Wei Loong
Registration Number: R1329872
EA License Number: 10C3804
People Profilers Pte Ltd, 20 Cecil St, #08-09, PLUS Building, Singapore 049705
Required Skills:
Readiness Indicators, Resume Escalation, Key Performance Indicators, Healthcare, Registration, LTD, Customer Satisfaction, MS Office, Leadership, Communication, Training, Management.
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