Team Leader (Visitor Management Service)

UEMS Solutions Pte Ltd; Outram; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading healthcare service provider in Nova Scotia is looking for an experienced professional to manage counter operations. You will supervise staff, handle customer feedback, and ensure service quality. Ideal candidates have at least 3 years in customer service and one year in a supervisory role, good communication skills, and the ability to perform physical duties. The role requires staggered shifts.

Qualifications

• Minimum 3 years of experience in customer service and one year of supervisory experience.
• Proficient in English for communication.
• Able to perform physical job duties.

Responsibilities

• Manage counter operations at the hospital.
• Plan duty rosters and manage staff deployment.
• Supervise and coach staff to maintain service levels.

Skills

Customer service experience

Supervisory skills

Good communication skills

Typing skills

Job description

Responsibilities

• To carry out counter operations according to the hospital’s guidelines, procedures and policies consistently
• Plan weekly duty roster and manage the deployment of staff for all Visitor Registration Counter
• Supervise and monitor performance of staff to ensure service levels are met. Provide coaching and counselling when necessary
• Manage resources including manpower, equipment and supplies in daily operation
• Handle complaints and feedbacks and perform service recovery. Escalate to Supervisor when necessary
• Investigate causes of discrepancies and complaints and take corrective actions. Raise necessary documentations (Incident Report [IR])
• Conduct on-the-job training (OJT) for new staff and refresher training programs, if necessary
• Provide regular feedback to the Supervisor on staff performance and disciplinary matters
• Disseminate operation updates/information to staff promptly and accurately
• Conduct daily roll calls
• Verify temperature records and attendance, as and when necessary
• Any other duties as assigned by the Superior

Requirements

• Minimum 3 years of experience in customer service related field and one year of supervisory experience
• Able to perform physical job duties like carrying and moving of items
• Proficient in the English language to enable good communications with visitors and staff
• Good natured and patient. Have good temperament to handle difficult visitors and staff
• Good typing skills. Ability to be familiar with the computer and the good knowledge to comprehend and learn and apply a new system quickly and accurately.
• Able to commit staggered shifts (7:30am to 5pm / 8am to 5:30pm / 10:30am to 8pm / 11:30am to 9pm)