Senior Executive/Executive Contact Centre

Woodlands Health; Alberta; On-site; CAD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Senior Executive for their Contact Centre. This dynamic role involves managing daily operations, driving performance, and ensuring service quality in a fast-paced environment. You'll collaborate with various teams to enhance operational efficiency and foster a culture of continuous improvement. Ideal candidates will have a recognized degree and experience in Contact Centre operations, particularly within healthcare settings. Join a team where your contributions will directly impact patient satisfaction and operational success.

Qualifications

• 1-4 years of relevant experience in Contact Centre operations.
• Experience in healthcare/hospital CC settings is advantageous.

Responsibilities

• Manage daily operations of the Contact Centre and ensure service quality.
• Track performance metrics and develop standards for service excellence.

Skills

Operations Management

Performance Analysis

Communication Skills

Interpersonal Skills

Education

Recognized Degree

Tools

Contact Centre Software

Job description

Job Title: Senior Executive, Contact Centre

For more details, visit: https://careers.nhg.com.sg/job/Senior-Executive%2C-Contact-Centre/37749844/

Job Responsibilities

The Senior/Executive, Contact Centre (CC) will support the Contact Centre Lead in:

• Planning and managing the operations of the 24x7 CC
• Driving performance and service quality
• Ensuring optimal operational efficiency through effective resource utilization and patient/callers’ satisfaction

Major Duties & Responsibilities

Support the Contact Centre Lead on the following:

• Operations:
• Manage daily CC operations
• Ensure systematic documentation of work processes, patient/caller inquiries, appointments, and emergency activations
• Identify tasks/processes for improvement or automation using systems/technology, fostering a culture of continuous improvement
• Track, analyze, and report on performance metrics such as Average Handling Time, Turnaround Time, and patient/call satisfaction levels
• Develop standards and guidelines to achieve Service Excellence
• Conduct thorough investigations and root-cause analyses for feedback received
• Coordinate department purchases for CC operations
• Collaborate with technical/system support teams for system/hardware roll-outs, maintenance, and upgrades

People Management

• Participate in recruitment, training, and development of Patient Service Associates and Supervisors
• Manage and supervise staff, including role assignment, mentoring, communication of expectations, appraisals, and disciplinary actions
• Conduct regular performance reviews and annual TPMs

Additional Responsibilities

• Participate in various operational, organizational, departmental, and team projects as assigned
• Perform any other duties within the scope of CC

Job Requirements

Education / Training / Experience

• Recognized degree in any discipline with 1-4 years of relevant experience, preferably in Contact Centre operations
• Experience in healthcare/hospital CC settings and familiarity with related tools and service standards is advantageous
• Strong written, communication, and interpersonal skills

Attributes

• Positive, proactive attitude with good planning and organizational skills
• Ability to build trust and manage relationships effectively
• Enjoys working in a fast-paced, dynamic environment, both independently and as part of a team
• Thrives in a dynamic environment