Team Lead Contact Centre #HMS

RECRUIT EXPRESS PTE LTD; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A healthcare recruitment agency in Singapore is seeking a team member to conduct auditing and performance management. Responsibilities include call auditing, case coordination, issue escalation, and ensuring KPIs are met. Interested candidates should submit their resumes via email or telegram. This position offers a one-year contract with a payment up to 4k, working Monday to Friday during office hours.

Responsibilities

• Conduct monthly auditing on team’s calls in accordance to guidelines and SLA.
• Coordinate with BU/stakeholders to handle and resolve cases, requests or enquiries.
• Escalate issues, needs and insights to Management when necessary.
• Ensure prompt printing and mailing of collaterals/sending daily SMS in accordance to SOP.
• Conduct case management monitoring in CRM system, call recording retrieval, investigation and coaching when necessary.
• Conduct systems, hardware, hotlines and recording testing.
• Conduct monthly staff performance coaching and mentoring.
• Manage staffing and leave matters.
• Ensure service outcome and KPIs are met.
• Provide shifts updates on service level, drawing insights by periodically reviewing past calls.

Job description

up to 4k

1 year contract

monday to friday office hour

ubi

• Conduct monthly auditing on team’s calls in accordance to guidelines and SLA
• Coordinate with BU/stakeholders to handle and resolve cases, requests or enquiries
• Escalate the issues, needs and insights to Management when necessary
• Ensure prompt printing and mailing of collaterals/sending daily SMS in accordance to SOP
• Conduct case management monitoring in CRM system, call recording retrieval, investigation and coaching when necessary
• Conduct systems, hardware, hotlines and recording testing
• Conduct monthly staff performance coaching and mentoring
• Manage staffing and leave matters
• Ensure service outcome and KPIs are met
• Provide shifts updates on service level, draw insights by periodically reviewing past calls

Interested candidates, do submit your resume to: [e-mail] OR telegram @jocelynchan

Jocelyn Chan| Consultant | Recruit Express Pte Ltd (Healthcare & Lifescience)

Company EA Licence number : 99C4599

Personnel EA License: R1331820