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

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)