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.
Job Description:
- 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
- Proficient in MS Office applications
HOW TO APPLY:
If you are interested in the role, please send in your resume in Microsoft Word format by clicking “Apply Now”
By submitting any application or resume to us, you will be deemed to have agreed and consented to us disclosing your personal information to prospective employers for their consideration.
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
