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Assistant Director, Contact Centre
3 weeks ago
**Overview**:
Our healthcare client is looking for **Assistant Director, Contact Centre **to be responsible for the overall performance of the Contact Centre. You will drive change, and work with the Head on operational strategies, capacity planning, cost/benefit analysis and performance reviews.
- Oversee Contact Centre operations for 24/7 system readiness
- Ensure staff deliver timely and professional responses across all channels
- Optimize resource allocation to manage inquiries effectively
- Monitor processes with performance indicators and conduct trend analysis
- Facilitate information dissemination, issue escalation, and resolution
- Collaborate with stakeholders to improve service levels
- Provide leadership, motivation, guidance, and training to staff
- Develop individual development plans for staff training and skill enhancement
- Foster open communication between staff and management
- Support recruitment and retention efforts
- Lead quality improvement projects
- Drive changes to workflows and processes to enhance service standards
**Requirements**:
- A recognised Degree in any discipline
- At least 8 years’ experience in Healthcare / Contact Centre
- Possess strong interpersonal and communication skills with track record of strong working relationship at various levels
- Able to multi-task and work in a stressful environment
**HOW TO APPLY**:
We regret to inform that only short-listed applicants will be notified.
Carol Tan Choon Gek (Chen Chunyue)
Registration number: R23113984
EA Licence No: 12C6253
