Senior / Service Team Leader, Group Contact Centre
Job Responsibilities
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:
- 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
