Call Centre Executive ($3.5K to $4.2K)

Recruit Express Pte Ltd| Date Posted: 23-Feb-2021
EA Licence No: 99C4599|EA Personal Registration No: R1333338
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Job Nature:
Permanent
Position Level:
Experienced, Manager
Qualification:
Bachelor's / Honours

Job Description

Customer

  • Assist Call Centre Senior Manager to oversee and manage Call Centre Shared Service operations 
  • Responsible for ensuring service level and Key Performance Indicator of Call Centre from multi channels (phone and non-phone) are met.
  • Promote Service and quality improvement. Support and monitor call quality audit
  • Support development of Call Center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations 

Management/Internal Processes

  • Ensure service contractors and department adhere to schedules of maintenance / delivery and meet set KPIs.
  • Maintain and improve operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analysis; managing system and process improvement and quality assurance programs; installing upgrades.
  • Review, propose and update SOP, customer interaction/call handling process and operational policies, after discussion with Manager
  • Ensure policies and procedures are adhered to at all times and assist in reviewing them.  
  • Propose OAS or other system enhancements and perform UAT on all appointment related OAS and other enhancement
  • Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
  • Address and resolve complex escalated issues or complaint cases. 
  • To assist in any other assignments/duties as and when required

Requirements 

  • Min Degree in any courses 
  • Min 3 years of call centre experience with management experience 

Salary range: $3.5K to $4.2K 

Healthcare organization 

Office hours 

Interested candidates please send your resume to [Click Here to Email Your Resume]

Recruitment Consultant: Huang Jingsheng Kevyn (R1333338)

Recruit Express Pte Ltd (99C4599)

Company Overview
Recruit Express Pte Ltd