Senior Executive/Assistant Manager, Call Centre

1 day ago

Singapore Singapore General Hospital Full time

Job Description

Customer

· 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

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

· Address and resolve complex escalated issues or complaint cases

· Handle patients' calls and non-phone requests whenever there is insufficient manpower or when the load is overwhelming

· Handles projects as assigned to ensure prompt and accurate completion of the projects

Financial/Cost Management

· Ensure accuracy of Call Centre invoices/purchases

· 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 Requirement

· 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

· Good analytical skills

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