► Healthcare Industry
► Office Hour
► Working Location: Chuo Chu Kang

Responsibilities:

• To lead and manage the team, ensuring service and quality standards are exceeded
• Oversee manpower issues such as roster planning, resource management, staff development, performance management and employee grievances
• Perform call calibration sessions when required to ensure that performance standards and parameters remain fair and justified across roles and responsibilities
• Perform feedback investigations, service recovery and action plans to mitigate issues from recurring, when required
• Analyze Voice of the Customers (VOC) and behavioral information to understand customer satisfiers and dis-satisfiers
• To assist Manager with the annual forecast, planning of departmental activities and monthly submission of reports and other relevant statistics
• Be an effective change manager with the ability to lead the team through by displaying motivating and encouraging behaviors
• Coordinate and resolve feedback, escalations with other departments in the institution(s) to ensure operational efficiencies
• Create an open team environment where regular and constructive feedback is encouraged
• Any other assignments and projects as assigned by the Manager

Requirements:

• Degree with experience in the Contact Centre environment of 5 years are in leadership role.
• Prior experience in healthcare industry will be an advantage
• Possess exceptional interpersonal and communication skills with the ability to develop strong working relationship at various levels
• Strong leadership qualities with the ability to motivate and nurture the team to meet operational goals
• Comfortable with digitalization and work transformation
• Proficient in MS Office applications

To apply, please visit to www.gmprecruit.com and search for Job Reference: 18351

To find out more about this opportunity, please contact Summer at summer.thung@gmprecruit.com

We regret that only shortlisted candidates will be notified.

GMP Technologies (S) Pte Ltd | EA Licence: 11C3793 | EA Personnel: Summer Thung | Registration No: R1871138