Service Team Leader, Group Contact Centre

National University Health System; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A healthcare institution in Singapore is seeking a Service Team Leader for the Group Contact Centre. This role involves ensuring optimal operational efficiency and customer satisfaction by monitoring performance, preparing reports, and supervising Customer Service Associates. The ideal candidate should possess a diploma and have 2-3 years of relevant experience in the healthcare or service-related industries, with strong interpersonal and communication skills.

Qualifications

• 2-3 years of experience in the healthcare or service industry.
• Experience leading a team of staff.
• Fluency in English and Mother Tongue.

Responsibilities

• Monitor performance and manage resources in the contact centre.
• Prepare reports and share updates with the team.
• Conduct training and performance reviews for Customer Service Associates.

Skills

Interpersonal skills

Communication skills

Customer service orientation

Multi-tasking

Education

Diploma in any discipline

Tools

Computer software competency

Job description

Service Team Leader, Group Contact Centre

As part of Group Contact Centre, the Service Team Leader's key role is toensure optimal operational efficiency and customer satisfaction in the provision of Contact Centre services. Reporting to the Institution Lead, Group Contact Centre, you will:

Job Responsibilities:

• Monitor performance real-time and manage resources / deploy manpower
• Prepare statistics and reports
• Share and broadcast updates to the team
• Execute new workflows, improvement initiatives and changes
• Supervise Customer Service Associate's (CSAs) performance by performing regular call / email audits and conducting regular performance reviews
• Conduct periodical training for CSAs if required
• Handle feedbacks from internal and external parties by conducting investigation and service recovery

Job Requirements:

• Diploma in any discipline
• At least 2 - 3 years of experience in the healthcare industry, contact centre environment and/or service related industry
• 2 years of experience in leading a team of staff
• Exhibit Good interpersonal and communication skills
• Customer centric and service oriented
• Competent in using computer software and applications
• Able to multi-task and work under a stressful environment
• Strong communication skillsin English and Mother Tongue
• Able to read and write fluently in English