Job Responsibilities :
- Ensure staff consistently deliver timely and professional response across all channels
- Optimize resources to handle all channels
- Track and monitor processes through performance indicators. Trend analysis and benchmark key performance indicators
- Ensure timely dissemination of information, escalation of issues and resolution of problems
- Liaison person between Institutions and Group Contact Centre. Partners both internal and external stakeholders to ensure patients’ positive experience along the continuum of care
- Responsible for customer satisfaction/ experience scores. Works closely with stakeholders to continuously improve service levels and delight patients.
- Lead, motivate, guide and train admin and ancillary staff to perform to the best of their abilities and to develop their potential.
- Develop Individual Development Plan (IDP) for staff to ensure they receive appropriate training and development so that they possess necessary knowledge and skills to carry out their roles.
- Create a conducive environment to facilitate open communication between staff and management
- Support Head, Group Contact Centre on staff recruitment and retention efforts
- Lead quality improvement projects within the Centre
- Drive and implement change(s) to workflows and processes to enhance service standards
Requirements
- A recognized Degree in any discipline.
- At least 8 years’ experience in Healthcare and/or Contact Centre
- Possess strong interpersonal and communication skills with track record of strong working relationship 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
