Senior Executive/Assistant Manager, Call Centre (CA)

Singapore General Hospital; Singapore; On-site; SGD 60,000 - 85,000; Full time

Job summary

Singapore General Hospital is seeking a capable Call Centre Supervisor to oversee the SGH Appointments Call Centre and drive performance across phone and non-phone channels.

You will implement strategies, monitor service levels, mentor agents, and address escalations to ensure high patient satisfaction and efficient operations.

Qualifications

• Relevant Call Centre experience with at least 3 years in a team leader or supervisory position.
• Degree holder.
• Effective communications skills.
• Highly adaptable and loves challenges.
• Excellent leadership and interpersonal skills.
• Strong collaborator and good team player.

Responsibilities

• Oversee and manage SGH Appointments Call Centre.
• Support and implement Call Centre strategies to achieve objectives.
• Ensure service levels and KPIs of multi-channel calls are met.
• Conduct training, call quality audits and coaching for agents.
• Handle complaints and feedback from patients and families.
• Prepare call centre performance reports and analyze trends.
• Address escalated issues and manage staffing to balance workload.
• Assist projects to improve patient experience and staff productivity.

Skills

Effective communications

Leadership

Interpersonal skills

Team player

Analytical skills

Staff management

Education

Degree holder

Job description

Job Description

Customer

• Assist SingHealth Call Centre Manager to oversee and manage SGH Appointments Call Centre
• Support and implement Call Centre strategies effectively to achieve set objectives
• Responsible for ensuring service level and Key Performance Indicator of Call Centre from multi channels (phone and non-phone) are met.
• Promote service and quality improvement in the Call Centre by conducting training, call quality audit and coaching to the Call Centre agents
• Handle complaints and feedback, including speaking with patients and family members when requested/required, promptly

Operations / Processes Management

• Review, propose and update Call Centre SOPs, customer interaction/call handling processes and operational policies in consultation with Manager/HOD
• Ensure policies and procedures are always adhered to and assist in reviewing them
• Work with colleagues from other departments to resolve operational issues and review work processes to enhance patient experience and operational efficiency
• Feedback to the respective system owners on improvement enhancements and technical issues for considerations and review respectively
• Perform UAT for system enhancements/changes for implementation and ensure Call Centre operations will not be affected
• Prepare call center performance reports by collecting, analyzing, and summarizing data and trends
• Address and resolve complex escalated issues or complaint cases
• Handle patients’ calls and non-phone requests whenever there is insufficient manpower or when the load is overwhelming
• Handles projects as assigned to ensure prompt and accurate completion of the projects

Financial/Cost Management

• Ensure accuracy of Call Centre invoices/purchases
• Ensure proper accounting procedures are observed and periodic stock/asset checks are carried out

Staff Management

• Supervise team of Call Centre agents on their daily performance and provide training, guidance and coaching to ensure the Call Centre agents always comply with approved guidelines and processes
• Monitor staff’s performance and provide coaching to staff on their performance and areas of improvement
• Assist to plan, review the Call Centre duty roster and work assignments to ensure there are sufficient manpower to handle the projected workload in a fair and optimal manner
• Motivates and promotes teamwork among Call Centre agents

Projects

• Carry out the duties required for the project workgroups as and when assigned promptly meeting the deadlines set
• Identify and review operational challenges with Team Leaders and Manager/HOD to address them for work process improvements to enhance patient experience and staff productivity

Job Requirement

• Relevant Call Centre experience with at least 3 years in a team leader or supervisory position preferred
• Degree holder
• Effective communications skills
• Highly adaptable and loves challenges
• Excellent leadership and interpersonal skills
• Strong collaborator and good team player
• Able to manage staff from diverse backgrounds
• Good analytical skills