Team Leader (Visitor Management Service)

UEMS SOLUTIONS PTE. LTD.; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A service solution provider in Singapore is seeking a skilled Supervisor for Visitor Registration Counter operations. The role involves managing staff, ensuring service levels, training new employees, and handling complaints. Ideal candidates will have at least 3 years of customer service experience and strong communication skills. This position requires the ability to perform physical duties and flexibility with staggered shifts.

Qualifications

• Minimum 3 years of experience in customer service related field and one year supervisory experience.
• Good temperament to handle difficult visitors and staff.
• Proficient in English for effective communication.

Responsibilities

• Carry out counter operations according to guidelines.
• Plan weekly duty roster and manage staff deployment.
• Supervise staff performance and provide coaching.

Skills

Customer service experience

Supervisory experience

Good communication skills

Ability to perform physical duties

Typing skills

Job description

Responsibilities

• To carry out counter operations according to the hospital’s guidelines, procedures and policies consistently
• Plan weekly duty roster and manage the deployment of staff for all Visitor Registration Counter
• Supervise and monitor performance of staff to ensure service levels are met. Provide coaching and counselling when necessary
• Manage resources including manpower, equipment and supplies in daily operation
• Handle complaints and feedbacks and perform service recovery. Escalate to Supervisor when necessary
• Investigate causes of discrepancies and complaints and take corrective actions. Raise necessary documentations (Incident Report [IR])
• Conduct on-the-job training (OJT) for new staff and refresher training programs, if necessary
• Provide regular feedback to the Supervisor on staff performance and disciplinary matters
• Disseminate operation updates/information to staff promptly and accurately
• Conduct daily roll calls
• Verify temperature records and attendance, as and when necessary
• Any other duties as assigned by the Superior

Requirements

• Minimum 3 years of experience in customer service related field and one year of supervisory experience
• Able to perform physical job duties like carrying and moving of items
• Proficient in the English language to enable good communications with visitors and staff
• Good natured and patient. Have good temperament to handle difficult visitors and staff
• Good typing skills. Ability to be familiar with the computer and the good knowledge to comprehend and learn and apply a new system quickly and accurately.
• Able to commit staggered shifts (7:30am to 5pm / 8am to 5:30pm / 10:30am to 8pm / 11:30am to 9pm)