Service Team Leader, Group Contact Centre

National University Polyclinics; Singapore; On-site; SGD 45,000 - 65,000; Full time

Job summary

An esteemed healthcare institution in Singapore is seeking a Service Team Leader to ensure operational efficiency and customer satisfaction within its Contact Centre. The ideal candidate will have a diploma and 2-3 years of experience in healthcare or contact centre environments, along with strong interpersonal and communication skills. Join us to lead a dedicated team in a dynamic service-oriented role.

Qualifications

• At least 2 - 3 years of experience in the healthcare industry or contact centre.
• 2 years of experience in leading a team.
• Competent in using computer software and applications.

Responsibilities

• Monitor performance and manage resources.
• Prepare statistics and reports.
• Execute new workflows and changes.
• Supervise performance of Customer Service Associates.

Skills

Interpersonal skills

Communication skills

Customer service orientation

Multi-tasking

Ability to work under pressure

Education

Diploma in any discipline

Job description

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Job ID: 8799

Job Function: Ancillary

Institution: National University Health System

As part of Group Contact Centre, the Service Team Leader's key role is to ensure 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