Service Team Leader, Group Contact Centre
1 day ago
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Job ID: 8799
Job Function: Ancillary
Institution: National University Health System
As part of Group Contact Centre, the Service Team Leader's key role is to ensure optimal operational efficiency and customer satisfaction in the provision of Contact Centre services. Reporting to the Institution Lead, Group Contact Centre, you will:
Job Responsibilities:
Monitor performance real-time and manage resources / deploy manpower
Prepare statistics and reports
Share and broadcast updates to the team
Execute new workflows, improvement initiatives and changes
Supervise Customer Service Associate's (CSAs) performance by performing regular call / email audits and conducting regular performance reviews
Conduct periodical training for CSAs if required
Handle feedbacks from internal and external parties by conducting investigation and service recovery
Job Requirements:
Diploma in any discipline
At least 2 - 3 years of experience in the healthcare industry, contact centre environment and/or service related industry
2 years of experience in leading a team of staff
Exhibit Good interpersonal and communication skills
Customer centric and service oriented
Competent in using computer software and applications
Able to multi-task and work under a stressful environment
Strong communication skillsin English and Mother Tongue
Able to read and write fluently in English
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