Support the Contact Centre Lead on the following:
(a) Operations
- Run the daily operations of the CC
- Ensure proper and systematic documentation of CC work processes, patients/callers’ enquiries/appointment booking, emergency activations
- Identify tasks/processes that have potential to be improved and/or automated by harnessing systems/technology, while at the same time instilling best practices to create a continuous improvement environment
- Track, trend and analyse CC performance metrics, e.g., Average Handling Time, Turnaround Time, patient/call satisfaction level, etc.
- Develop standards and guidelines for CC with the objective of attaining Service Excellence
- Ensure thorough investigation and root-cause analysis are conducted for feedback received
- Plan and coordinate the department’s purchases required for the operations of CC
- Work closely with the technical/system support team to coordinate the system/hardware roll-out, maintenance and upgrade to ensure continuity/improvement of CC operations
(b) People Management
- Involved in the recruitment and training of the Patient Service Associates (including Supervisors).
- Manage and supervise the Patient Service Associates (including Supervisors) which includes role assignment, mentoring/coaching, communicating job expectations, appraisal, counselling/disciplining of the Patient Service Associates (including Supervisors). Need to conduct regular performance reviews and annual TPMs of the Patient Service Associates (including Supervisors)
General
- Participate in operational, organisational, departmental, and/or team projects as assigned by the RO
- Any other duty assigned within the scope of CC
JOB REQUIREMENTS
- Min Degree in any discipline with at least 4 years of working experience preferred, coupled with, practical knowledge and experience in Contact Centre experience
Office hours Mon to Fri
Salary range: $3.5K to $5K
Interested candidates, please forward your resume to [email protected]
Consultant: Huang Jingsheng Kevyn (R1333338)
Recruit Express Pte Ltd (99C4599)
