Senior Executive/Assistant Manager, Call Centre (CA)

Singapore General Hospital; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading healthcare institution in Singapore is seeking a Senior Executive/Assistant Manager for their Call Centre. The successful candidate will oversee operations, manage staff, and implement strategies for quality improvement. A degree and relevant experience in a supervisory role are required. Excellent communication and leadership skills are essential for this position.

Qualifications

• At least 3 years of relevant Call Centre experience in a supervisory role.
• Ability to manage staff from diverse backgrounds.
• Strong capabilities in handling customer complaints and complex issues.

Responsibilities

• Oversee and manage the SGH Appointments Call Centre operations.
• Conduct training and coaching for Call Centre agents.
• Prepare performance reports for the Call Centre.

Skills

Effective communication skills

Excellent leadership skills

Interpersonal skills

Collaboration

Adaptability

Team player

Education

Degree holder

Job description

Senior Executive/Assistant Manager, Call Centre (CA)

Responsibilities

• 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
• Handle patients’ calls and non-phone requests whenever there is insufficient manpower or when the load is overwhelming
• Address and resolve complex escalated issues or complaint cases
• Handles projects as assigned to ensure prompt and accurate completion of the projects
• Ensure accuracy of Call Centre invoices/purchases

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
• 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 Requirements

• 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