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Supervisor, Call Centre Operations

3 weeks ago

Central Singapore Oracare Group Pte. Ltd. Full time

Supervise daily running of Call Centre operations and ensuring a consistent delivery of Professional and High-Quality Service experience in line with Company’s service standards.
- Attending to inbound and outbound calls such as recall, enquiry and diverted calls
- Continuously review and identify improvements to Call Centre operations
- Handling customer’s queries and conflict resolutions
- Tracking and ensure data entry for:
1) Call centre booking sales

2) Call abandon report

3) Daily call log tracker

4) Marketing tracking

5) Google reviews

6) Complain and compliment statistic

7) Good vibes incentives (google)

8) New patient survey

9) Ortho patient survey
- Booking of appointment for clinics
- Support Zenyum group chat
- Attend to statecourt for any small claim tribunal
- Key contact for CASE
- Administer discharge form and refund form process when required
- Ensure call centre agent receive the latest update from the clinic such as dentist roster and clinic operating hours
- Prepare commission report for

1) Call centre agent commission for booking

2) 24 hrs agent commission

3) ATS booking sales commission
- Commission report to be submitted to HR by 19th of the month
- Transition cases for Dentist’s departure
- Manage and supervise call centre agent performance
- Prepare appraisal for call centre agent when required
- To manage and achieve call centre KPIs

**Job Types**: Full-time, Permanent

**Salary**: $2,100.00 - $2,400.00 per month

Schedule:

- Monday to Friday
Supplemental Pay:

- Commission pay
- Performance bonus
**Experience**:

- Call center: 3 years (preferred)
Shift availability:

- Day Shift (preferred)