As part of Group Contact Centre, the Service Team Leader&aposs 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&aposs (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
