Deputy / Team Lead, Customer Support Associate - Call Centre

What you’ll do as a Team Lead?

As Team Lead or Deputy Team Lead of the Virtual Service Centre (VSC), you will lead customer support officers in delivering excellent patient care across NHG polyclinics and healthcare institutions. You will be a key enabler ensuring VSC provides an exceptional first point of contact for customers in the following areas:

Operational Efficiency

• Handle enquiries and appointment requests via phone, email, and live chat
• Coordinate with stakeholders and optimise resources to meet service and productivity KPIs (e.g. abandonment rate, waiting time, patient satisfaction)
• Handle escalations, investigate and resolve feedback cases
• Be a problem solver by working across various departments to ensure smooth and efficient issue resolution

Team Performance

• Manage a team of customer support staff to achieve the team’s KPIs
• Manage attendance and optimize manpower deployment
• Evaluate and coach staff through 1-1s and performance reviews
• Facilitate team communications and development
• Provide staff feedback and recommend improvements
• Foster employee engagement and sense of belonging

Recruitment and Training

• Recruit and shortlist candidates through interviews
• Manage onboarding, induction and probation reviews
• Plan training and develop training programmes
• Upkeep Knowledge Depository and training materials

Service Quality

• Drive service excellence through exemplary communication and patient-centric leadership
• Establish and uphold service standards via systematic call audits and quality monitoring
• Ensure service recovery through effective feedback management and escalations
• Drive continuous improvement via service-learning initiatives

Process Innovation

• Leverage data analytics to drive continuous process improvement and operational excellence
• Champion patient voice by identifying opportunities to enhance omnichannel experience (call, email, web, live chat, app)
• Contribute to strategic initiatives including AI adoption and process automation
• Contribute to cross-cluster projects to optimise patient journey across institutions

Convenient location:  StarHub Green - just minutes from MacPherson MRT.

What you will need

• Degree in any field.
• 3-6 years of relevant contact centre experience, with at least 2 years in a supervisory capacity.
• Experience in healthcare sector is a plus.
• Experience in process improvement and changes will be highly advantageous.
• Self-driven leader with strong organisational and critical thinking skills.
• Willingness to work a 5.25-day week (alternate half-day Saturdays)
• Proficient in MS Office with customer service excellence
• Effective telephone and interpersonal skills with excellent oral and written communication in English

Join Us and Grow Your Career with Purpose

If you’re passionate about helping others and want to be part of a caring and dynamic healthcare team, we’d love to meet you.