No more applications are being accepted for this job
- Monitor performance real-time and manage resources / deploy manpower
- Prepare statistics and reports
- Share and broadcast updates to the team
- Execute new workflows, improvement intiatives and changes
- Supervise Customer Service Associate's (CSAs) perfromance 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
- 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 skills in English and Mother Tongue
- Able to read and write fluently in English
Senior / Service Team Leader, Group Contact Centre (JR2272) - Singapore - NATIONAL UNIVERSITY HEALTH SYSTEM PTE. LTD.
Description
Roles & ResponsibilitiesAs part of Group Contact Centre, the Senior / 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:
Job Requirements:
Coaching
Mentoring
Healthcare Industry
Able To Multitask
Customer Experience
Airline Reservations
Investigation
Audits
Communication Skills
Customer Satisfaction
Statistics
Team Leader
Customer Service
Customer Service Experience