Senior / Executive, Contact Centre

JOb RESPONSIBILITIES

The Senior/ Executive, Contact Centre (CC) will support the Contact Centre Lead in:

• planning and running the operations of the 24x7 CC
• drive performance and service quality

while ensuring optimal operational efficiency through the effective utilization of assigned resources, as well as patient/callers’ satisfaction.

1. MAJOR DUTIES & RESPONSIBILITIES

Specific

Support the Contact Centre Lead on the following:

1. Operations

1. Run the daily operations of the CC
2. Ensure proper and systematic documentation of CC work processes, patients/callers’ enquiries/appointment booking, emergency activations
3. Identify tasks/processes that have potential to be improved and/or automated by harnessing systems/technology, while at the same time instilling best practices to create a continuous improvement environment
4. Track, trend and analyse CC performance metrics, e.g., Average Handling Time, Turnaround Time, patient/call satisfaction level, etc.
5. Develop standards and guidelines for CC with the objective of attaining Service Excellence
6. Ensure thorough investigation and root-cause analysis are conducted for feedback received   
7. Plan and coordinate the department’s purchases required for the operations of CC
8. Work closely with the technical/system support team to coordinate the system/hardware roll-out, maintenance and upgrade to ensure continuity/improvement of CC operations

2. People Management

1. Involved in the recruitment and training of the Patient Service Associates (including Supervisors).
2. Manage and supervise the Patient Service Associates (including Supervisors) which includes role assignment, mentoring/coaching, communicating job expectations, appraisal, counselling/disciplining of the Patient Service Associates (including Supervisors). Need to conduct regular performance reviews and annual TPMs of the Patient Service Associates (including Supervisors)

General

1. Participate in operational, organisational, departmental, and/or team projects as assigned by the RO
2. Any other duty assigned within the scope of CC

1. JOB REQUIREMENTS

Education / Training / Experience

1. Possess a recognised degree in any discipline with 1-4 years of working experience preferred, coupled with, practical knowledge and experience in Contact Centre experience
2. Experience in CC operations specifically in a healthcare/hospital setting and being familiar with tools and service levels of a CC set-up will be an added advantage
3. Strong written, communication and interpersonal skills

Attributes

1. Possess a positive, proactive working attitude with the ability to plan and organise.
2. Able to build trust and manage relationships effectively.
3. Enjoy working in a fast paced and dynamic environment both independently and as a team player
4. Thrives in a dynamic environment