Senior / Service Team Leader, Group Contact Centre

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Others - Customer Service | Customer Service | Call Center Supervisor
Job Type:
Full Time
Contract or Project Basis
Permanent
Job Suitable For:
#midcareer#skills-training
Benefits:

training opportunities

health & wellness benefits

personal development benefits

No. of Vacancies:

1

Job Description
Senior / Service Team Leader, Group Contact Centre

As 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:
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 skills in English and Mother Tongue
Able to read and write fluently in English

Work Locations: Choa Chu Kang Polyclinic / Ng Teng Gong General Hospital / The Synergy
Job Criteria/Requirements
Qualifications:

Diploma

Employer Profile
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NUHS - Corporate Office

About the National University Health System (NUHS)

Spanning three acute hospitals, two community hospitals, three national centres, six polyclinics, three family medicine clinics, and three health science institutions, our unique and comprehensive ecosystem anchors NUHS as a leading academic health system in Singapore – driven by research and education.

Inspired by our patients and the population that we serve, our strong network of talents and resources across our institutions provide patient-centred care across the whole continuum - improving health and driving transformation from primary, tertiary to complex care. In close collaboration with our community partners, we aim to deliver “Incredible Care and Health, Together”!

Members of the NUHS:
• National University Hospital
• Ng Teng Fong General Hospital
• Alexandra Hospital
• Jurong Community Hospital
• National University Polyclinics
• National University Cancer Centre, Singapore
• National University Heart Centre, Singapore
• National University Centre for Oral Health, Singapore
• NUS Yong Loo Lin School of Medicine
• NUS Faculty of Dentistry
• NUS Saw Swee Hock School of Public Health